Associate Service Desk Analyst (Santiago de Querétaro)

About the role

We currently have an opportunity for an Associate Service Desk Analyst to join our General ICT Team in Queretaro MX.

Key responsibilities

• Provides resolutions to incidents via phone and, where necessary, refers more complex issues to a more qualified Service Desk analyst.
• Processes service requests such as password reset, ID and access management, etc.
• Logs all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software.
• Delivers outstanding customer service standards by answering calls promptly and remaining courteous and professional at all times.
• Acquires current knowledge of relevant systems, software, hardware, and support policies in order to provide accurate solutions to customers.
• Ensures that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA).
• Passes all set metrics and KPIs (key performance indicators).
• Provides high quality information on the incident tickets to support ITIL best practice in Service Operations and Continuous Service Improvement.

Qualifications

• Graduate in an ICT or other related discipline.
• 0–2 years experience in an ICT support/customer service.

Skills

• Strong analytical skills with keen attention to detail.
• Excellent written & verbal communication skills.
• A team player with strong interpersonal and communication skills.
• Proficiency in Windows, Office, ServiceNow, and ITIL practices.