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Service Desk Specialist

Hybrid in Mexico: Guadalajara
Support.Users, Communication
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We are looking for a Service Desk Specialist to become part of our team.

In this position, you will be responsible for investigating, troubleshooting, and resolving a variety of tickets and incidents, from straightforward requests to more advanced technical issues, using ITIL standards and multiple ticketing systems. You will also manage the initial intake of service requests, keep open lines of communication with business users, and help maintain and improve the knowledge base.

Responsibilities
  • Log, categorize, and conduct initial assessment of tickets, resolving issues or forwarding them to higher-level support when necessary
  • Respond to alerts, emails, and phone calls to address service requests promptly
  • Perform application health monitoring and provide support to ensure reliable operations
  • Spot areas where the knowledge base can be improved and initiate updates
  • Support additional service desk functions such as preparing reports, checking ticket quality, analyzing tickets, joining process review sessions, and participating in internal meetings
Requirements
  • Advanced English proficiency (B2 or above) with excellent communication skills and strong phone manners
  • Excellent analytical and research skills with a proactive attitude toward resolving issues
  • Team-oriented mindset with a high level of accountability, adaptability, and resilience under pressure
  • Solid working knowledge of MS Windows and Office Suite at an intermediate level or higher
  • Openness to working flexible hours, including weekends, holidays, early mornings, or evenings, and willingness to work in a hybrid setup (minimum two days in the office if required)
  • For internal applicants, ability to transfer to the Global Service Desk unit and organizational structure as per company guidelines
Nice to have
  • Background in customer service or technical support
  • Knowledge of ITIL methodologies
  • Basic understanding of networking principles, familiarity with cloud platforms, and hands-on experience with ITSM tools