[Remote] Service Desk Level 1 Analyst (Mexico)
Note: The job is a remote job and is open to candidates in USA. DYOPATH is looking for a Service Desk Level 1 Analyst who loves problem-solving and is committed to delivering exceptional customer service. The role involves managing user access, troubleshooting issues with various devices, and ensuring timely resolution of technical problems while providing excellent customer support.
Responsibilities
- Act as the account administrator, managing user access while interfacing with Service Desk agents to assign and resolve access-related tickets
- Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks
- Log all interactions in the ticketing system and escalate when needed
- Ensure timely and accurate resolution of issues while delivering exceptional customer service
- Follow up with users to confirm satisfaction
- Invest in yourself: pursue training, certifications, and ongoing learning
- Participate in special projects that enhance service delivery
Skills
- High school diploma or equivalent required
- 1–2 years in a technical support role, preferably in a service desk environment
- Strong customer service skills with the ability to explain technical solutions clearly
- Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting
- Ability to work independently and collaboratively
- Excellent problem-solving and multitasking skills
- Associate or Bachelor's degree in Computer Science or related field
- Professional certifications (or working toward): HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals
- Familiarity with ITIL or similar service frameworks
Benefits
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium – 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
Company Overview