• IT Service Desk Support Analyst

    Job Locations MX-NLE-Monterrey
    Requisition ID
    Employee Type
    Full Time-Regular
    Information Technology
    Not Applicable
  • Overview

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    The IT Service Desk Support Analyst  delivers solutions to Internal IT/System incidents through the Service Desk scheme. He/she will be able to solve analytical problems and develop strategies to address them and take action, provide solutions, and deliver immediate business value. The candidate must be able to manage conflicting priorities and perform well in stressful circumstances while working independently or with a team.


    A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.


    • Analyze and address reported incidents and escalate all issues to the relevant areas.
    • Give the follow up to solve incidents.
    • Schedule and escalate incidents to support the different areas.
    • Management and coordination of customer service activities.
    • Taking an active service role in coordinating client applications.
    • Additional functions, tasks and / or projects required by the Administration.


    • Minimum Education: Bachelor’s degree in Computer Science or a related field is a must.

    • Languages: Spanish & English Proficiency is a must (will be evaluated)

    • A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly.
    • Good attention to detail with a methodical and thorough approach to work.
    • Ability to stay calm under pressure.
    • Highly organized with excellent communication skills.
    • Good analytical and troubleshooting skills are required.
    • General knowledge of Windows Server.
    • Open communication style / Good listener.
    • Team focused.
    • Great time management and ability to priorities multiple responsibilities.
    • Good written and verbal presentation skills.
    • Ability to provide Level 1 IT support.
    • Strong knowledge of Microsoft based operating systems and suites.
    • Intermediate knowledge of Windows Workstation, sufficient to diagnose Windows problems and applications of the company.
    • Strong communication skills (oral and written) and professional telephone manners.
    • Well organized and able to excel in a fast paced dynamic environment.

    Flexible hours and support outside office hours in special situations/ Rotating Shifts/ Weekend support when the rotation shift required.


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