Service Desk Level 1 Analyst (Mexico)

The role

The Service Desk Level 1 Analyst responds to technical support requests via phone, email, and chat. This person provides first-level support for hardware, software, and basic network issues.

What you will do

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Resolve technical issues when possible and escalate when necessary
• Ensure timely and accurate resolution of all service desk requests
• Conduct follow-up with customers or employees to ensure satisfaction
• Continuously improve technical skills through training, certifications, and self-directed learning
• Participate in special projects as assigned

Required qualifications

• High school diploma or equivalent
• Relevant certifications (or pursuing): HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, CompTIA A+
• 1–2 years of experience in a technical support role
• Strong customer service skills
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Ability to work independently and as part of a team
• Excellent problem-solving and analytical abilities
• Ability to manage multiple tasks and prioritize effectively
• English proficiency (speaking, reading & writing)

Nice to have

• Associate or bachelor’s degree in computer science or related field
• Experience preferably in a service desk environment
• Knowledge of ITIL or similar frameworks

Benefits

• Savings / Monthly 13% cap
• Pantry Vouchers 9% deposited every month
• Christmas Bonus: 25 days of your daily income
• Vacations - 12 days after the first year
• Anniversary Bonus - 10 days of base salary
• Vacation Premium – 40% first year
• Major Medical Insurance covers you and your immediate family
• Life Insurance
• Quarterly Bonus
• Marriage or Bereavement Time off
• Maternity/Paternity Time off
• Ergonomic Chair

Before you apply

• This role is open to applicants in Mexico only

About the company

DYOPATH is a company with a L.O.V.E. philosophy—Living Our Values Every Day. They are recognized for outstanding IT service.