Service Desk Senior Agent

In LTIMindtree, we are a global technology consulting and digital solutions company committed to driving innovation and delivering exceptional IT services. We are looking for our next talented team member to join us as a Service Desk Senior Agent . Work Model: Hybrid Schedule and Time Shift: Full-time; availability for rotating shifts is essential for this position Location: Paseo de la Reforma, Mexico City. Objective: We are looking for an experienced Service Desk Senior Agent to manage our IT Infrastructure Service Desk operations. The ideal candidate will have extensive experience in managing and meeting SLA and KPI targets, providing support through voice calls, and being multilingual in English plus one or more of the specified languages (such as Spanish). Key Responsibilities: SLA and KPI Management: Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality service delivery. Voice Support: Provide technical support through voice calls, addressing and resolving IT infrastructure issues. Offer support in English and at least one of the following languages: Portuguese, French, Canadian French, Spanish , German, Polish, Vietnamese, or Mandarin. Incident Management and Problem Solving: Handle and resolve incidents, ensuring timely and accurate documentation and follow-up. Diagnose and troubleshoot technical issues, providing effective solutions to end-users. Collaboration: Work closely with other IT teams and stakeholders to ensure seamless service delivery. Training and Mentoring: Provide training and mentoring to junior service desk agents, fostering a collaborative and knowledgeable team environment. Documentation: Maintain comprehensive documentation of processes, procedures, and incident resolutions. Requirements: 3–5 years of experience in IT Infrastructure Service Desk operations Strong knowledge of IT infrastructure, including hardware, software, and network components Proven experience in managing and meeting SLAs and KPIs Excellent verbal and written communication skills in English and at least one of the specified languages Strong analytical and problem-solving skills to diagnose and resolve technical issues Exceptional customer service skills with a focus on providing a positive user experience Certifications: Relevant IT certifications (e.g., ITIL, CompTIA A) are a plus. Preferred Skills: Experience with IT service management (ITSM) tools Knowledge of remote support tools and techniques Familiarity with ITIL best practices Compensation: Competitive salary and above the law benefits package, including health insurance. Ready to take the next step in your career? Join LTIMindtree and be part of a team that values innovation, collaboration, and excellence. Apply today and let’s build the future together!

Location: Cuauhtémoc, Mexico City, MX

Posted Date: 11/6/2025