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.

Role: Service desk

Location:

Guadalajara, Jal. México

Key Skills:

Active directory, ServiceNow

Fulltime Permanent Position with HCL Technologies México

Job Description:

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 2nd and 3rd level IT support staff using knowledge base articles.

Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.

Requirements:

-Active directory and ServiceNow for ticket follow up

-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

-Conversational English and Spanish.

We offer:

Direct Hiring, 100% payroll schema

Benefits above law (Major and minor medical insurance, saving fund, grocery coupons, 12 days vacations, 30 days of Christmas bonus)

Training and certifications on new cutting-edge IT skills and emerging technologies.

Convenient office locations

Great work environment

Flexible dress code

Multicultural environment

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