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Service Desk Analyst

Company

HCLTech

Location

región centro jalisco, región centro jalisco

Posted

June 09, 2026

Position Overview

Responsibilities
  • Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer 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.
Qualifications
  • 2-3 years of experience in similar role.
  • High school certificate.
  • Customer-focused.
  • Time availability required.
  • Thorough knowledge of troubleshooting remote access issues.
  • Ability to articulate and speak with clear voice.
  • Empathy with end users.
  • Good written English communication skills.
  • Experience with Citrix, ServiceNow, Active Directory and VPN connections.
  • Fluent English and schedule availability.
...

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