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Service Desk Analyst – Guadalajara
Job Title: Service Desk Analyst
Location: Guadalajara, Jalisco (Camino al ITESO)
Posting Start Date: 2/5/26
Job Description: Service Desk / IT Helpdesk Analyst – On‑site; 24/7 rotating shifts; English required.
Schedule: Availability for 24/7 rotating shifts (schedule may rotate based on business needs).
Experience: 6 months to 1 year in customer service/helpdesk, troubleshooting, and related technical skills.
Responsibilities:
- Be responsible for primary user support and customer service.
- Learn fundamental operations of commonly‑used software, hardware, and other equipment.
- Accurately log all service desk tickets using the defined tracking software.
- Maintain the scorecard per the scope of work with respect to TAT, SLA, and hits.
- Manage all queries or escalations as per defined helpdesk policies and framework.
- Record events an...