Service Desk Level 1 Analyst

. Respond to incoming phone calls, emails, and chat messages requesting technical support .

Posted 10/15/2026full-timeRemote • MexicoJunior💰 MX$17,000 per monthWebsite

Key responsibilities & impact

Respond to incoming phone calls, emails, and chat messages requesting technical support
Log all service desk interactions in the ticketing system
Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
Resolve technical issues when possible and escalate when necessary
Ensure timely and accurate resolution of all service desk requests
Conduct follow-up with customers or employees to ensure satisfaction
Continuously improve technical skills through training, certifications, and self-directed learning
Participate in special projects as assigned
Serve as the front line of support, helping users resolve issues quickly and building technical expertise

What you’ll need

High school diploma or equivalent required
Associate or bachelor’s degree in computer science or related field preferred
Relevant certifications (or pursuing): HDI Support Center Analyst (HDI‑SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, CompTIA A+
1–2 years of experience in a technical support role, preferably in a service desk environment
Strong customer service skills with the ability to explain technical information to non‑technical users
Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
Knowledge of ITIL or similar frameworks is a plus
Ability to work independently and as part of a team
Excellent problem‑solving and analytical abilities
Ability to manage multiple tasks and prioritize effectively
English proficiency (speaking, reading & writing) required

Comp & perks