Service Desk Analyst (Level 1) (Xico)

Overview

Job Overview Reports to: Service Desk Lead – Americas. This hybrid position is based in our Mexico City office in the Santa Fe area; 3 days per week. Full‑time local Service Desk coverage (40 hours per week). The role supports the local office in Spanish and collaborates with regional/integral teams in English

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; e...