DXC Technology

Global IT services for enterprise modernization

Service Desk Analyst

IT Service Desk & End User SupportUpdated on Nov 10

Full-timeLa Paz, State of Mexico, MexicoNo salary listed

About the Job

Requirements

At least one year of experience providing user assistance and support by telephone, chat, or email.
Completed or incomplete technical career or licenciatura in Systems, Informatics, Information Technology, or a related area.
Customer-service orientation, empathy, and willingness to assist users.
Ability to identify, diagnose, and resolve first-level incidents promptly and effectively, and escalate cases requiring specialist attention to the appropriate support group.
Strong oral and written communication skills, including explaining technical information clearly and simply.
Availability to work rotating schedules according to operational needs.
Commitment to maintaining the confidentiality and protection of user, customer, and organizational information.
Basic knowledge of Windows and the desktop environment, including operating-system configuration, troubleshooting login, performance, application, and device issues, and managing files, folders, permissions, and user settings.
Basic Microsoft Outlook and email support, including account and profile setup; troubleshooting sending and receiving; and assisting with calendars, inboxes, and connectivity.
Ability to support Google Chrome and Microsoft Edge, configure browser settings, clear cache and cookies, and diagnose access problems with websites or web applications; knowledge of Internet Explorer for legacy environments when applicable.
Basic knowledge of an IT service management platform such as ServiceNow, Remedy, Zendesk, or Jira, including registering, categorizing, updating, documenting, tracking, and escalating incidents and requests.
Basic configuration and troubleshooting of desktop computers and laptops, peripherals—especially printers—and authorized devices and applications; ability to diagnose and resolve incidents remotely.
Basic knowledge of remote-access tools such as LogMeIn, AnyDesk, or Remote Desktop Manager, or similar, and ability to connect to user devices and perform support in accordance with established procedures and permissions.
Basic networking and connectivity knowledge, including initial VPN support, troubleshooting internet and network access, validating computer connectivity, and familiarity with Wi-Fi, IP addresses, DNS, and network connections.
Intermediate English sufficient to understand technical documentation, error messages, procedures, and knowledge bases, and to communicate at a basic level in writing and speech when required.

Responsibilities

Provide telephone, chat, and email support to users.
Identify, diagnose, and resolve first-level incidents and escalate cases requiring specialized support to the appropriate group.
Document incident symptoms, diagnosis, actions taken, and resolution; follow up on and escalate support tickets.
Connect remotely to user devices to diagnose and provide support according to established procedures and permissions.

Job Description:

Escolaridad: Carrera Técnica o Licenciatura, terminada o trunca, en Sistemas, Informática, Tecnologías de la Información o área afín.
Experiencia: Mínimo 1 año de experiencia brindando atención y soporte a usuarios vía telefónica/chat/correo.
Actitud de servicio: Marcada orientación al cliente, empatía y disposición para apoyar al usuario.
Solución de problemas: Capacidad para identificar, diagnosticar y resolver incidentes de primer nivel de manera rápida y efectiva.
Escalamiento: Capacidad para identificar los casos que requieren atención especializada y canalizarlos oportunamente al grupo de soporte correspondiente.
Comunicación: Excelente habilidad de comunicación oral y escrita, con capacidad para transmitir información técnica de manera clara y sencilla.
Disponibilidad de horario: Disponibilidad para trabajar bajo un esquema de rotación de horarios, de acuerdo con las necesidades de la operación.
Confidencialidad: Compromiso para mantener la confidencialidad y protección de la información del usuario, cliente y organización.

Conocimientos básicos requeridos:

Sistema Operativo Windows (últimas versiones)

Conocimientos de Windows y entorno de escritorio.
Configuración básica del sistema operativo.
Identificación y solución de problemas comunes de inicio de sesión, rendimiento, aplicaciones y dispositivos.
Manejo básico de archivos, carpetas, permisos y configuración de usuario.

Microsoft Outlook y correo electrónico

Configuración y soporte básico de Microsoft Outlook.
Solución de problemas de envío y recepción de correo.
Configuración de perfiles y cuentas.
Apoyo en problemas básicos relacionados con calendarios, bandejas de entrada y conectividad.

Navegadores de Internet

Manejo y soporte de navegadores como Google Chrome y Microsoft Edge.
Configuración básica, limpieza de caché y cookies.
Diagnóstico de problemas de acceso a páginas o aplicaciones web.
Conocimiento de Internet Explorer para atención de ambientes o aplicaciones heredadas, cuando aplique.

Herramientas de gestión de tickets

Conocimiento básico de alguna plataforma de ITSM, por ejemplo: ServiceNow, remedy, zendesk, jira etc.
Registro, categorización y actualización de incidentes y solicitudes.
Documentación clara de síntomas, diagnóstico, acciones realizadas y solución.
Seguimiento y escalamiento de tickets al grupo de soporte correspondiente.

Soporte remoto a equipos de cómputo

Configuración y diagnóstico básico de computadoras de escritorio y laptops.
Soporte para periféricos, especialmente impresoras.
Instalación y configuración básica de dispositivos y aplicaciones autorizadas.
Capacidad para realizar diagnóstico y solución de incidentes de manera remota.

Herramientas de acceso remoto

Conocimiento básico de herramientas como LogMeIn, AnyDesk y Remote Desktop Manager, o similares.
Capacidad para conectarse remotamente al equipo del usuario y realizar actividades de diagnóstico y soporte, conforme a los procedimientos y permisos establecidos.

Conectividad y comunicaciones

Conocimientos básicos de redes y conectividad.
Soporte inicial a conexiones VPN.
Diagnóstico básico de problemas de acceso a Internet y red.
Validación básica de conectividad de equipos de escritorio o laptops.
Conocimientos básicos de Wi-Fi, dirección IP, DNS y conexión de red.

Idioma inglés

Nivel intermedio, con capacidad para comprender documentación técnica, mensajes de error, procedimientos y bases de conocimiento en inglés.
Capacidad para mantener comunicaciones básicas, tanto escritas como verbales, cuando la operación lo requiera.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

About the Company

DXC Technology

Global IT services for enterprise modernization

DXC Technology provides IT services to large enterprises, helping them manage and modernize mission-critical systems. It offers consulting, system integration, and managed services that are typically delivered under long-term contracts. The core offering is the Enterprise Technology Stack, which modernizes IT infrastructure, optimizes data architectures, and ensures security and scalability across public, private, and hybrid cloud environments. By applying this stack, DXC helps clients run reliable and scalable IT operations while migrating workloads to the cloud and strengthening data governance. The company differentiates itself with a global reach, a large Fortune 500 client base, and a track record of long-term partnerships, coupled with commitments to sustainability and corporate responsibility. The goal is to be a trusted partner that enables enterprises to operate, secure, and evolve their IT environments efficiently and effectively.

Company size: 10,001+
Company stage: IPO
Headquarters: McLean, VA
Founded: 2017

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