Service Desk Support

HCLTech is a global technology company, home to more than 223,000 people in 60 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. Help Desk SupportLocation:(TECNOPARQUE: Eje 5 Nte 990, Santa Barbara, Azcapotzalco, 02230, Ciudad de México, CDMX)The End User Computing Analyst I position provides solutions to problems of a basic to moderatenature. This position requires Windows 10 and MAC troubleshooting knowledge along withunderstanding of a desktop, laptop, tablet and mobile devices and Office 365 applications. This positiondeals with customers directly so a strong customer service background is required with excellentcommunication skills both verbally and via email along with a calm demeanor. Strong organization andattention to detail is paramount.Duties include technical support and problem resolution for email migration, mobile device provisioningand setup, wireless network, printing, and end user desktop application support. Customer support willbe given virtually as a member of small, focused support team dedicated to resolving customer issuesassociated with the Company Separation technical changes to the end point systems. These positions willutilize the End User Support areas problem resolution management system along with other approvedtools to reach problem resolutionQualifications:High school diploma or equivalent; Associate's degree or vocational training in a relevant field (e.g., IT support, computer science) is a plus.CompTIA A+ certification or equivalent entry-level IT support certification is desirable.Proven experience in a customer service role is beneficial.Strong technical expertise and the ability to quickly assess situations to resolve or escalate themExcellent communication and interpersonal skills.Ability to work under guidance to record and track reliability data for servicesFamiliarity with IT Infrastructure Library (ITIL) best practices is a plusDemonstrated ability to perform the essential duties of the position with or without accommodation.Skills:Excellent communication (verbal and written) and interpersonal skills.Strong customer service orientation with a focus on empathy and patience.Familiarity with Active Directory, M365 admin portal, remote desktop tools, Five9 call center, Bomgar, etc.Basic understanding of computer hardware, software (operating systems, common applications), and networking concepts.Proficiency in using ticketing systems and knowledge base tools.Ability to follow instructions and procedures accurately.Strong problem-solving and analytical skills for basic issues.Good organizational and time management skills.Active listening skills to understand user issues effectively.Adaptability and willingness to learn new technologies.Knowledge of online security practices and adviceStrong computer skills to include internet navigation and email usage.Proficient in Microsoft Office programs.Work Environment:This role involves working in a dynamic and fast-paced environment, providing support through various channels and ensuring issues are resolved promptly and effectively.We offer a competitive package that includesLife insuranceMajor Medical Expenses InsuranceMinor Medical Expense InsuranceSavings Fund 13% (up to MXN $4,293 monthly)Food vouchers 10% (up to MXN $4,400 monthly)30 days as Christmas Bonus12 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.If you're interested, send us your resume in English to ana.manzano@hcltech.com and apply hereFor latest updates, follow our page: https://www.linkedin.com/showcase/hcltech-mexico/