Service Desk Analyst (Level 1)

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/global teams in English.

Core 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.

Cus...