The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all internal customers and support a variety of assets, products, services, and platforms, acting as a single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills they can determine the full scope of the user’s issue and how to resolve it. Exceptional standards of customer service achieved by acting in a proactive manner with strong commercial awareness. The Service Desk Analyst can work independently and as part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction.
Reports to: Service Desk Lead – Americas
Office location: This hybrid position is based in our Mexico City office, located in the Santa Fe area, 3 days per week.
Coverage expectation: Full-time local Service Desk coverage in the Mexico City office (40 hours/week). This role will support the local Mexico City office in Spanish while also collaborating with regional/global teams where English is the primary working language.
Core Responsibilities:
Incident & Service Request Management
Responding to requests and meeting SLAs
Asset Management & Configuration:
Maintain the Asset Register for tracking, logging and correcting information to protect the organisation’s software and hardware assets & components.
Continual Improvement:
Adopts & engages with agreed processes and new process improvements. Feeds into process efficiency and common ways in which processes are improved and optimised. Can spot or identify obvious issues with current processes for improvements.
Customer Service Management:
Resolves user requests & support tickets. Empathises with the end user and has a strong commercial awareness. Use customer-focused metrics to achieve a satisfactory outcome. Builds relationships with colleagues across the organisation.
Problem Management:
Demonstrates an understanding of and can identify problems, analysing and helping to identify the appropriate solution and understanding the root cause. Can classify and prioritise problems, document their causes and implement remedies. Reduce the frequency & impact of incidents.
Ownership & Initiative:
Owns an issue through to mitigation or resolution, escalating if additional support is required.
Service Focus:
Has a good understanding of our different Technical & Digital products and services to provide support to our end users.
ITIL Framework:
Understands and has practical application of ITIL service management framework principles and processes and how they are applied in our environment.
Service Reporting:
Foundational use of reports to understand Key Performance Indicators (KPIs) in our products or services.
User Experience:
Puts users first, prioritises their needs while managing competing priorities. Understands users, identifies who they are and what their needs are. Has a strong commercial awareness and analyses user requirements/issues to propose solutions to resolve those needs for internal & external users. Ensuring colleagues can work anywhere and have a consistent experience. Provide VIP support for the Leadership team.
Technical Responsibilities:
· Provisioning hardware and software for our End Users and ensuring secure connectivity to our systems and networks.
· Providing technical support for hardware, software, access and connectivity issues by answering technical queries and assisting users
· Administration and maintenance of approved software systems that Tech Services have responsibility for.
· Applying operating system and application updates, security patches and configuration changes
· Ensuring appropriate accessibility by updating user account information, resetting passwords, and ensuring roles-based access where applicable.
· Managing access to systems including the Microsoft 365 portfolio
· Responsibility for documenting the configuration of our systems.
· Managing access to information and controlling access to that information.
· Policy implementation to monitor and enforce compliance across the organisation; ensuring work is carried out in line with security best practices.
· Avoiding service interruptions or outages by performing system installations, updates, and maintenance procedures.
· Responding to alerts raised by end point protection systems and Security Operations Centre (SOC).
· Ensuring work is carried out in line with security best practices.
· Managing and maintaining meeting room technology and equipment.
· Foundational administrative knowledge of Active Directory, Windows OS, Microsoft 365 Admin, Halo ITSM Platform, Intune/MEM, Mimecast, Webroot. Can resolve most known support tickets.
· Foundational knowledge of Crowdstrike & Google and can perform basic support and administration tasks.