3 Openings Guadalajara ### **Role description** **Service Desk Agent** **Associate I - IT Asset Management** **Who We Are:** Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world. Visit us at UST.com. **You Are:** We are seeking a Service Desk Agent who has excellent communication skills in English. Hands-on Service Desk and Active Directory experience is required. Must be flexible to work any schedule as needed. **The opportunity:** * The Service Desk Agent will act as a point of contact for customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels such as phone, chat, and email. * The Service Desk Agent is responsible for developing a deep understanding of client systems and business practices. * Ensure that the service achieves or exceeds its service level targets related to logged tickets, resolution, and progression of IT-related requests and incidents. * In this role, you will work in a team setting; we will provide 24/7 support with rotating shifts among the team. This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required. **What you need:** * Excellent English communication skills, and experience in voice support is required. * 3+ years of experience in technical voice support or Service Desk. * Handle phone calls/emails promptly, efficiently, and with empathy to ensure a positive experience for our customers. * Knowledge in the Health/Healthcare domain is an advantage. * Willingness to work in a 24/7 shift (rotating schedule). * Basic understanding of on-premises and Azure Active Directory. * Knowledge of computers and basic understanding of networks, with excellent knowledge of Windows 10–11, Office 365, and Microsoft products. * Understanding of MFA and Intune is required. * Good understanding of ITSM tools—ServiceNow. * Flexibility to take on additional tasks as directed by Team Lead/Team Manager. **Benefits** Employees receive mandatory and non-mandatory benefits such as fourteen (14) days of vacation beginning on the date of hire, vacation premium, ten (10) paid holidays, a Christmas Bonus equal to thirty (30) days’ pay, monthly food vouchers, a savings fund, and health insurance. Certain employees may be eligible for additional company benefits beginning on the date of hire, including dental, disability, and life insurance plans; four (4) days of personal time off per year, up to three (3) days of paid medical leave per year, and up to three (3) days of paid bereavement leave per year. **What we believe:** We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human-centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions. **Humility:** We will listen, learn, be empathetic, and help selflessly in our interactions with everyone. **Humanity:** Through business, we will better the lives of those less fortunate than ourselves. **Integrity:** We honor our commitments and act with responsibility in all our relationships. **An Equal Opportunity Workplace, Free of Discrimination and Harassment** At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage. **An Equal Opportunity Workplace, Free of Discrimination and Harassment** At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage. UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance. #UST #LI-Remote ### **Skills** service desk,end user support,incident management,servicenow,ticket management,service request management,help desk,customer care,it support ### **About UST** UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.