Service Desk Analyst (San Pedro Garza García)

What You Will Be Doing

• Investigate, diagnose, research and, where possible, resolve incidents/requests from customers/users using available resources, consulting with colleagues or coordinating tickets.
• Update cases and requests in the centralized incident management system, including software product installation and configuration, account management and consulting for customers/users.
• Keep users informed about progress through appropriate channels.
• Take over calls and create tickets for Service Desk requests to find solutions promptly.
• Document major incidents and direct them according to established processes.
• Work independently or with team on problems lacking up‑to‑date documentation.
• Identify and report incomplete or incorrect documentation to the team.

Benefits for Well-Being

• Employee Assistance Program providing confidential help 24/7.
• Access to learning platforms such as LinkedIn Learning and Steelcase University.
• Discounts and perks on car insurance, doctor appointments, clinical checkups, early stimulation packages for children, and more.

Who You Are

Required Skills and Competencies

• Bachelor’s degree in Information Technology or related field.
• Advanced English is a must.
• At least one year of experience in a similar role.
• Customer orientation with listening skills; team player and results oriented.
• Interpersonal and communication skills for interaction with internal and external clients.
• Availability from 7am–4pm or 9am–6pm.

Desired Skills and Experience

• Ability to provide customer support for products used in the workplace: laptops, computers, printing, scanning, copying equipment, telephones, etc.
• Basic knowledge of Microsoft Office 365.
• Basic knowledge of network troubleshooting.
• Experience with ticket systems; ServiceNow preferred.

Steelcase provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements. We are proud to be recognized for our inclusive workforce by the Corporate Equality Index for the past nine years.