HELP DESK

Description

Job Summary: We are seeking a Help Desk Analyst to handle and track technical support requests, ensuring effective communication and customer satisfaction. Key Highlights: 1. Opportunity for development and learning 2. Excellent work environment 3. Participation in a project with potential for continuity ***Qualmex Service Centers*** is a company specialized in providing technical services including installation, maintenance, and support for electronic equipment. As part of its expansion process, it is currently seeking talent to join its team. **Location:** La Aurora, Guadalajara. **Working Hours:** Monday to Friday, 8:00 AM to 5:00 PM; Saturdays, 8:00 AM to 1:00 PM. **Project Duration:** Project-based position with an estimated duration until December 2026, subject to extension based on operational needs and performance. We seek a responsible Help Desk Analyst to provide support and tracking for technical support requests, ensuring effective communication with customers and internal teams. The position will focus on ticket management and tracking, guaranteeing adherence to established processes, customer satisfaction, and proper incident resolution. Main Responsibilities: * Receive, register, and prioritize technical support requests. * Manage the full ticket lifecycle: opening, assignment, tracking, resolution, and closure. * Maintain clear and detailed records of all activities performed for each incident. * Timely follow-up on customer processes and requirements. * Collaborate with various departments to resolve incidents. * Maintain consistent communication with customers and technical teams. * Prepare status and process tracking reports. * Participate in weekly meetings with customers. * Address, investigate, and resolve user-reported inquiries or issues. * Support administrative tasks related to billing, grouping of service orders, and invoices. **Requirements** **Education:** * Technical degree in Computer Science, Systems, or related field. **Knowledge and Experience** * Experience in help desk or technical support. * Customer service orientation. * ERP system proficiency. * Microsoft Office (Excel and Word). * Ability to track processes and organize information. * Effective communication and teamwork skills. **We Offer** * Statutory benefits (IMSS, vacation, vacation bonus, and year-end bonus) * Opportunity for development and learning. * Excellent work environment. * Participation in a project with potential for continuity. Employment Type: Full-time Salary: Starting at $13,000\.00 per month Work Location: On-site