Service Desk Analyst

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...