Bilingual Service Desk

Description

Job Summary: We are seeking a Bilingual Service Desk Analyst to provide user support, manage service levels, and operate ITSM tools. Key Highlights: 1. Experience in user support centers and SLA management 2. Knowledge of ITSM tools (Remedy or ServiceNow) 3. Communication skills and full English proficiency (100%) ***Grupo Scanda*** is a 100% Mexican company with over 30 years of experience in the Information Technology market. Our goal is to transform technology into value for our clients through our team of more than 1,500 specialized professionals, methodologies specifically designed for the IT market, and top-tier partners. Through our six companies, we cover the main IT niches. We are seeking a ***Bilingual Service Desk Analyst*** **Requirements**: **Age**: 23 to 40 years old **Education**: Bachelor's degree or engineering in Computer Science and/or Computing or related information technology fields. Degree holder / Intern **Minimum preferred experience for the position:** * 2 years working in user support centers (Help Desks). * 1 year managing service levels (SLAs) * 1 year handling and managing backlog * 1 year managing escalation matrices **Knowledge** * ITSM tools (Remedy or ServiceNow). * Technical/administrative knowledge of centralized and distributed technology infrastructure: Databases * Telecommunications * Virtual Desktop Support * SAP modules * Knowledge of Incident, Change, and Problem Management processes (ITIL). Microsoft Office Suite **Skills** * Excellent spelling and writing skills * English (mandatory) 100% **Schedule:** * Monday to Friday: 9 AM to 6 PM. Workday: 8 hours, 1-hour lunch break. **Location:** * **STRYKER Office:** Camino Vecinal 37, Leandro Valle, 22643 Tijuana, B.C. **Salary:** * **$21,525.00** Gross Monthly. * $150.00 food vouchers * Statutory benefits