Service Desk Level 1 Analyst (Mexico) at DYOPATH in Remote

Summary: DYOPATH is looking for a Service Desk Level 1 Analyst who is passionate about helping people solve tech challenges. The role involves being the first point of contact for technical support, troubleshooting issues, and ensuring exceptional customer service. Responsibilities: - Be the first point of contact for technical support via phone, email, and chat - Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks - Log all interactions in the ticketing system and escalate when needed - Ensure timely and accurate resolution of issues while delivering exceptional customer service - Follow up with users to confirm satisfaction - Invest in yourself: pursue training, certifications, and ongoing learning - Participate in special projects that enhance service delivery Required Qualifications: - High school diploma or equivalent required - 1–2 years in a technical support role, preferably in a service desk environment - Strong customer service skills with the ability to explain technical solutions clearly - Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting - Ability to work independently and collaboratively - Excellent problem-solving and multitasking skills Preferred Qualifications: - Associate or Bachelor's degree in Computer Science or related field preferred - Professional certifications (or working toward): HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals - Familiarity with ITIL or similar service frameworks a plus Required Skills: Technical support experience, HDI Support Center Analyst, ITIL Foundation Important Skills: Microsoft 365 Certified, Windows OS proficiency, Microsoft Office suite Nice-to-Have Skills: Customer service skills, Multitasking skills, work collaboratively Benefits: Savings / Monthly 13% cap, Pantry Vouchers 9% deposited every month, Christmas Bonus: 25 days of your daily income, Vacations - 12 days after the first year, Anniversary Bonus - 10 days of base salary, Vacation Premium – 40% first year, Major Medical Insurance covers you and your immediate family, Life Insurance, Quarterly Bonus, Marriage or Bereavement Time off, Maternity/Paternity Time off, Ergonomic Chair, 250 pesos monthly stipend for internet and electricity