Service Desk Junior en HCLTech

About the job

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

Job Description:

Site: Guadalajara, Minerva

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer’s end users Classify Service Calls according to the specified options.

Route problems to internal 1st and 2nd level IT support staff using knowledge base articles.

Coordinate with level 2 and support staff that provide hardware / software / network problem resolution.

Skills:

2-3 years of experience in similar role

High school certificate

Customer-focused

Time availability is required.

Thorough knowledge of troubleshooting remote access issues

Excellent communication skills, (active listening skills)

Able to articulate and speak with clear voice

Must have empathy with end users

Good writing techniques (English)

Good phone techniques (English)

Experience with: Citrix, ServiceNow, Active Directory and connections to VPNs

We offer a competitive package that includes

• Life insurance
• Major Medical Expenses Insurance
• Minor Medical Expense Insurance
• Savings Fund 13% (up to MXN $2800monthly)
• Food vouchers 10% (up to MXN $2100 monthly)
• 30 days as Christmas Bonus
• 12 days of vacation in the first year, increasing 2 days as dictated by law.
• Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.