Service Desk Analyst - English and Spanish

Overview

Job OverviewReports to: Service Desk Lead – Americas. This hybrid position is based in our Mexico City office in the Santa Fe area; 3 days per week. Full‐time local Service Desk coverage (40 hours per week). The role supports the local office in Spanish and collaborates with regional/integral teams in English.

Responsibilities

Incident & Service Request Management—Responding to requests and meeting SLAs.

Asset Management & Configuration—Maintain the Asset Register for tracking, logging and correcting information to protect the organisation\'s software and hardware assets & components.

Continual Improvement—Adopts & engages with agreed processes and new process improvements; feeds into process efficiency and common ways in which processes are improved and optimised. Can spot or identify obvious issues with current processes for improvements.

Customer Service Management—Resolves user requests & support tickets; empathises with the end user and uses customer‐focused metrics to achieve a satisfactory outcome. Builds relationships with colleagues across the organisation.

Problem Management—Demonstrates an understanding of and can identify problems, analysing and helping to identify the appropriate solution and understanding the root cause. Can classify and prioritise problems, document causes and implement remedies; reduces frequency & impact of incidents.

Ownership & Initiative—Owns an issue through to mitigation or resolution, escalating if additional support is required.

Service Focus—Has a good understanding of our different Technical & Digital products and services to provide support to our end users.

ITIL Framework—Understands and has practical application of ITIL service management framework principles and processes in our environment.

Service Reporting—Foundational use of reports to understand Key Performance Indicators (KPIs) in our products or services.

User Experience—Puts users first, prioritises their needs while managing competing priorities. Provides VIP support for the Leadership team.

Technical Responsibilities

Provisioning hardware and software for our End Users and ensuring secure connectivity to our systems and networks.

Providing technical support for hardware, software, access and connectivity issues by answering technical queries and assisting users.

Administration and maintenance of approved software systems that Tech Services have responsibility for.

Applying operating system and application updates, security patches and configuration changes.

Ensuring appropriate accessibility by updating user account information, resetting passwords, and ensuring role‐based access where applicable.

Managing access to systems including the Microsoft 365 portfolio.

Responsibility for documenting the configuration of our systems.

Managing access to information and controlling access to that information.

Policy implementation to monitor and enforce compliance across the organisation, ensuring work is carried out in line with security best practices.

Avoiding service interruptions or outages by performing system installations, updates, and maintenance procedures.

Responding to alerts raised by end‑point protection systems and Security Operations Centre (SOC).

Managing and maintaining meeting room technology and equipment.

Foundational administrative knowledge of Active Directory, Windows OS, Microsoft 365 Admin, Halo ITSM Platform, Intune/MEM, Mimecast, Webroot.

Foundational knowledge of Crowdstrike & Google and can perform basic support and administration tasks.

Requirements

Excellent communication skills – both verbal and written.

Fluent spoken and written communication skills in both English and Spanish.

Excellent organisational skills with the ability to manage responsibilities and respond to internal and external requests in a timely manner, and multi‑task, as required.

Proactive and takes accountability.

Demonstrated experience of providing high quality customer support.

Demonstrated experience supporting Microsoft Office 365.

Experience troubleshooting web application and network connectivity issues.

Experience of troubleshooting Windows 11.

Familiarity with Microsoft 365 Copilot and responsible AI practices.

ITIL5 Foundation certification or CompTIA A+ certification.

Preferred / Development

Already holds a HALO Foundation certification.

If not held at start, may be expected to complete the Halo Foundations Course after joining as part of your development plan.

Benefits

Competitive salaries, healthcare insurance, food vouchers, savings fund, generous holiday allowances and flexible core hours.

Equal Employment Opportunity Statement

Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non‑merit factor.

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