Remote IT Service Desk Analyst at Resolv.Global
Mexico
<p><strong>We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas.</strong></p><p>This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.</p><p>The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Provide first-level technical support to end users</li><li>Troubleshoot and resolve basic hardware, software, and access-related issues</li><li>Escalate unresolved issues to the appropriate support teams</li><li>Track, document, and manage incidents accurately</li><li>Guide users through troubleshooting steps and issue resolution</li><li>Follow up with users to ensure issues are fully resolved</li><li>Maintain high-quality customer service standards</li><li>Support ticket documentation, routing, and closure processes</li><li>Recommend process improvements where appropriate</li><li>Maintain knowledge of Service Desk procedures, systems, and tools</li></ul><p><br></p><p><strong>Availability Requirements</strong></p><p>Candidates must be fully flexible and available to support the following operating hours:</p><ul><li><strong>Monday-Friday: 7:00 AM - 7:30 PM CST</strong></li><li><strong>Saturday: 6:00 AM - 6:30 PM CST</strong></li><li><strong>Sunday: 6:00 AM - 5:30 PM CST</strong></li></ul><p>Please only apply if you are able to support rotating schedules within these operating hours, including weekends and holidays, where required.</p><p><br></p><p><strong>Compensation</strong></p><ul><li><strong>$6.50 </strong>USD per hour</li><li>Paid weekly in arrears</li><li>Independent Contract</li></ul><p><br></p><p><strong>Technical Requirements (Non-Negotiable)</strong></p><p>To be considered for this role, candidates must have the following:</p><ul><li>Stable wired fibre Ethernet internet connection (Wi-Fi only connections are not accepted)</li><li>Backup power solution, such as a UPS or inverter</li><li>Professional headset with microphone</li><li>A dual monitor setup is preferred for productivity and workflow management</li></ul><p><br></p><p><strong>Hiring Process</strong></p><p>Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.</p><p>The process includes:</p><ol><li>Resume review and prescreen questionnaire</li><li>One-way video interview</li><li>Live prescreen interview via Teams</li><li>Client interview via Teams</li></ol><p><br></p><p><strong>Please note:</strong></p><p><strong>Only candidates who complete both the prescreen questionnaire and one-way video interview will be considered for this position.</strong></p><p><strong>Resumes must be submitted in English.</strong></p><p><strong></strong></p> <br><h3>Requirements</h3> <p><strong>Required Experience & Qualifications</strong></p><ul><li>High school diploma or equivalent</li><li>Minimum 2 years of experience in an IT Support, Help Desk, or End User Services environment</li><li>Experience supporting Windows environments and end users</li><li>Strong troubleshooting and problem-solving skills</li><li>Excellent written and verbal English communication skills</li><li>Ability to multitask and prioritize in a fast-paced environment</li><li>Ability to remain professional and customer-focused under pressure</li><li>Comfortable working independently and within a team environment</li></ul><p><br></p><p><strong>Preferred Experience</strong></p><p>Experience with the following technologies and platforms is highly preferred:</p><ul><li>Office 365</li><li>Azure Active Directory</li><li>Meraki</li><li>Workspace ONE</li><li>Bomgar</li><li>ServiceNow</li><li>ITIL or IT Service Management practices</li><li>Computer networks and internet-based software</li></ul>
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