Job OverviewReports 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/global teams in English.Core ResponsibilitiesIncident & Service Request ManagementResponding to requests and meeting SLAs.Asset Management & ConfigurationMaintain the Asset Register for tracking, logging and correcting information to protect the organisation's software and hardware assets & components.Continual ImprovementAdopts & 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 ManagementResolves user requests & support tickets; empathises with the enduser and uses customer‐focused metrics to achie...