IT Service Desk
HCLTech is a integral technology company, home to more than 218,000 people across 59 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.
HCL is looking for an IT Service Desk role.
Working Model: Full onsite
Working hours: 24/7 rotational shifts
Location: Technoparque – Azcapotzalco
Qualifications
- 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 elevate them.
- Excellent communication and interpersonal skills.
- Ability to work under guidance to record and track reliability data for services.
- Familiarity with IT Infrastructure Library (ITIL) best practices is a plus.
- Demonstrated ability to perform the essential duties of the position with or without accommodation.
Skills
- Excellent communication (verbal and written) and interpersonal skills.
- 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.
- Knowledge of online security practices and advice.
- Strong computer skills to include internet navigation and email usage.
- Proficient in Microsoft Office programs.
What we need to see
- Serves as the first point of contact for users requiring technical support, providing efficient and effective support to resolve or elevate issues, ensuring a high level of customer satisfaction.
- Serve as the first point of contact for end‑user IT support requests via phone, email, and other channels.
- Review, assess and prioritize based on escalation criteria, and categorize all support requests in the ticketing system.
- Perform basic troubleshooting and problem resolution for common hardware, software, and network issues, following documented procedures and knowledge base articles.
- Assist users with password resets, account lockouts, and basic application usage.
- Assist with onboarding new users and setting up their accounts and equipment.
- Escalate complex issues to higher‑level support teams (L2/L3) with detailed information.
What we offer
- Life insurance
- Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
- Minor Medical Expense Insurance.
- Savings Fund 10% (up to MXN $4,300 monthly)
- Food vouchers 13% (up to MXN $3,300 monthly)
- 30 days bonus
- 12 days of vacation in the first year, increasing by 2 as dictated by law.
For latest updates, follow our page: https://mx.linkedin.com/showcase/hcltech-mexico/
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