Service Desk Senior

HCL is looking for a L1 Service Desk with below requirements:

Job Description:

Provide hardware / software / network problem diagnosis / resolution via telephone/email/ or videocall for customer’s 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.

Skills:

2-3 years of experience in similar role

High school certificate

Customer-focused

Time availability is required.

Thorough knowledge of troubleshooting remote access issues

Excellent communication skills, (active listening skills)

Able to articulate and speak with clear voice

Must have empathy with end users

Good writing techniques (English)

Good phone techniques (English)

Experience with: Citrix, ServiceNow, Active Directory and connections to VPNs

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund 13% (up to MXN $4,100 monthly)
• Food vouchers 10% (up to MXN $3,100 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law.

Location: Zapopan, Jalisco, México