Service desk / helpdesk support

Role: Service Desk Location: Onsite - Guadalajara Key Skills: Citrix, Service Now and VPN Fulltime Permanent and Remote Position with HCLTech What you will do: 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. Skills Requirement: 2-3 years of experience in similar role Willing to rotate shifts 24/7 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: Comp...