Help Desk Analyst

Description

Position Summary: We are seeking a Help Desk Engineer for first-level technical support, ticket management, user assistance, and device configuration, with a focus on ensuring solutions and follow-up. Key Highlights: 1. First-level technical support and VIP user assistance. 2. Ticket management, solution documentation, and escalation tracking. 3. Problem analysis and solution assurance. ***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. With our six companies, we cover the main IT niches. We are currently seeking a ***Help Desk Engineer.*** **Education:** * Bachelor's or Engineering degree in Computer Science and/or Computing or related Information Technology field. Degree holder or intern. **Minimum preferred experience for the position:** ***1*** *year of on-site support* **Responsibilities:** * Handling incoming calls. * + Solution documentation and ticket closure + Customer service + Management of functional mailbox email + Escalation email dispatch + Outbound calls to ensure control points are executed on time and as scheduled (backlog follow-up). * Problem analysis and solution assurance * Ticket documentation, ensuring proper escalation and follow-up. * VIP user assistance * Remote device configuration * First-level support, resets, configuration, and technical guidance **Work Schedule:** **Monday to Sunday.** * Operational window: 6 AM to 11 PM (rotating shifts). * 8-hour workday plus 1-hour lunch break. * 1 rotating break. **Location:** * **Grupo Scanda Center:** Miguel Laurent 804, Col. Letrán Valle C.P. 03650 Benito Juárez, Ciudad de México. **Salary:** * $12,000\.00 Gross Monthly. * Statutory benefits