Role and Location

Service Desk – Onsite (Guadalajara)

Job Overview

Fulltime Permanent and Remote Position with HCLTech.

Key Skills

• Citrix


• Service Now


• VPN

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer’s end users.


• Classify Service Calls according to the specified options.


• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.


• Coordinate with level 2 and 3 and support staff that provide hardware/software/network problem resolution.

Qualifications

• 2-3 years of experience in similar role


• Willing to rotate shifts 24/7


• High school certificate


• Customer-focused
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