What we are looking:

Key Responsibilities of Service Desk Analyst:

• Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics. (* Appendix A)
• Updates customer on ticket status/resolution in accordance with Priority metrics. (* Appendix A)
• Ensure that incidents and requests are dealt with accordance to customer and priority needs.
• Escalate tickets as required.
• Abide by the IT service processes, procedures and work instructions set by BH including Code of Conduct and Core Values.
• Actively participates in team goals and objectives as per Service Desk KPI metrics.
• Ensuring the Service Desk KPI metrics are met.
• Average Speed of Answer (ASA) = not more than 60 seconds
• Customer Satisfaction (CSAT) = not less than 97%
• Time To Resolve (TTR) = 0.9 day
• Daily average interaction = 25 of tickets interaction
• Email backlogs = * not more than 72 hours
• Actively participates in projects, as assigned.
• Required to perform Over Time duties when needed.
• Required to work on shift, weekend, and public holidays.

What we offer:

1. Hybrid scheme (Office located in Rincon de Santa Maria)
2. 100% payroll
3. 5% of saving fund of your gross salary (until the saving fund official limit is reached)
4. Food Coupons $10,000 MXN yearly that will be split on monthly basis ($830 MXN monthly).
5. Cell phone payment Support ($300 MXN).
6. Profit Annual Sharing based in Performance and Company Annual Income1
7. 5 vacation days since your first year (you earn 1.25 days per month).
8. 25% of Vacation Bonus.
9. Christmas Bonus (15 days).
10. Major Medical Insurance for Collaborator and immediate dependents (Spouse and children).
11. Minor Medical Insurance for Collaborator and immediate dependents (Spouse and children).
12. Life Insurance
13. Up to 5 paid sick days per year.