# Bilingual IT Service Desk Agent

**Company**: CSC GENERATION (Shared Services- Mexico)
**Location**: Remote - Mexico
**Work arrangement**: remote
**Job type**: full-time
**Salary**: MXN 17,000-17,000 per-month-salary
**Category**: IT
**Industry**: Technology

**Apply**: https://jobs.lever.co/cscgeneration-2/32d582d4-12c5-48b8-937b-ae3bffb8fd08?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/bilingual-it-service-desk-agent-2c82a1e5-8cc/

## Description

We are seeking a Bilingual IT Service Desk Agent to join our team on a seasonal, full-time basis. You will be responsible for providing technical support to end-users, resolving IT-related issues, and maintaining the overall health of IT systems. Your role involves collaborating with cross-functional teams, diagnosing technical problems, and offering hands-on and remote support.

**Key Responsibilities:**

- Manage service desk tickets from phone calls, emails, and voicemails, ensuring timely resolution of issues.

- Log, document, and manage service requests and incidents using Jira Help Desk software.

- Troubleshoot and escalate complex incidents to IT Level 2 or Level 3 support teams when necessary.

- Provide one-on-one support to end-users, both over the phone and in person.

- Monitor IT systems and network performance, identifying potential issues before they impact end-users.

- Perform routine maintenance, troubleshooting, and repair on desktop and laptop hardware.

- Assist with software installation, configuration, and updates.

- Participate in team meetings, providing feedback on recurring issues and assisting with process improvements.

- Contribute to creating and updating internal knowledge base articles and documentation.

- Demonstrate a strong focus on customer service, responding to user inquiries promptly and professionally.

- Assist with IT-related onboarding and offboarding processes for new and departing employees.

- Provide both remote and on-site technical support.

- Stay updated on the latest technology trends, best practices, and security protocols.

**Qualifications & Skills:**

- Strong understanding of desktop operating systems (Windows), including troubleshooting and support for hardware and software issues.

- Familiarity with common browsers, email clients, and essential applications, including security tools and anti-virus programs.

- Excellent verbal and written communication skills, with the ability to articulate technical information to non-technical users.

- Strong analytical and diagnostic skills with the ability to think critically and resolve issues efficiently.

- Commitment to providing exceptional customer service, ensuring user satisfaction, and demonstrating patience and professionalism in all interactions.

- Ability to work collaboratively in a team environment, sharing knowledge and assisting colleagues as needed.

- Reliable track record of high attendance (98% or more) and adherence to shift schedules.

- Willingness to travel within the city and work on weekends or after hours when required to support business needs.

- Clean disciplinary record with no written warnings.

**What We Offer:**

- Seasonal agreement for peak season (6 months).

- Full-time position with a monthly gross salary of MXN 17,000.

- Termination bonus.

- Law benefits from day one.

- Full equipment provided.

- 100% paid training.

- Flexible schedule window (8 am - 8 pm).

- 10-hour shift with two breaks and one hour for lunch.

- Two days off (Friday and Saturday).

- Total pass.

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## Skills

### Required
- Windows
- Jira Help Desk
- Troubleshooting
- Customer Service
- Communication Skills
- Analytical Skills

### Nice to have
- Previous experience in a help desk or IT support role
- Experience with Jira Help Desk software or other ticketing systems
- Spanish

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/cscgeneration-2/32d582d4-12c5-48b8-937b-ae3bffb8fd08?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)