Service Desk Analyst

About the job HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion. Activities: Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer’s 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. Skills: 2-3 years of experience in similar role High school certificate Customer-focused Time availability is required. Thorough knowledge of troubleshooting remote access issues Excellent communication skills, (active listening skills) Able to articulate and speak with clear voice Must have empathy with end users Good writing techniques (English) Good phone techniques (English) Experience with: Citrix, ServiceNow, Active Directory and connections to VPNs. We offer a competitive package that includes Life insurance Major Medical Expenses Insurance Minor Medical Expense Insurance Savings Fund Food vouchers 10% 30 days as Christmas Bonus 12 days of vacation in the first year, increasing 2 days as dictated by law. Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals. Necessary Fluent English and schedule availability

Location: Guadalajara, MX

Posted Date: 4/26/2025