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🥝 Service Desk Analyst
HCLTech | región centro jalisco, Mexico | Posted June 04, 2026
Job Description
Responsibilities - Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer end users.
- Classify Service Calls according to the specified options.
- Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
- Coordinate with level 2 and 3 and support staff that provide hardware/software/network problem resolution.
Qualifications - 2-3 years of experience in similar role.
- High school certificate.
- Customer-focused.
- Time availability required.
- Thorough knowledge of troubleshooting remote access issues.
- Ability to articulate and speak with clear voice.
- Empathy with end users.
- Good written English communication skills.
- Experience with Citrix, ServiceNow, Active Directory and VPN connections.
- Fluent English and schedule availability.
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