Bilingual Backup Service Desk Analyst

Location: Monterrey, Nuevo León (On-site / Hybrid - depending on project)

Schedule: Availability required (rotating shifts if needed)

We are looking for a Bilingual Backup Service Desk Analyst to provide technical support and ensure service continuity during peak demand or team coverage needs. This role is key to maintaining high service levels and delivering excellent customer experience.

Responsibilities

• Provide first-level technical support to end users across different accounts

• Act as a backup resource supporting multiple projects, ensuring operational continuity across assigned accounts

• Troubleshoot hardware, software, and network issues

• Manage and resolve incidents through ticketing systems (ServiceNow, InvGate, or similar)

• Escalate complex issues to appropriate teams

• Support user account management (Active Directory basics)

• Ensure timely resolution aligned with SLA commitments

• Deliver excellent customer service in English and Spanish

• 1–3 years of experience in Service Desk / IT Support

• Advanced English (C1+ or higher) – mandatory

• Knowledge of:

• Windows 10/11 troubleshooting

• Office 365

• Basic networking (IP, DNS, VPN)

• Active Directory (user administration)

• Experience with ticketing tools (ServiceNow, InvGate, etc.)

• Strong communication and problem-solving skills

• Availability to work flexible schedules if required