Help Desk Analyst

Responsibilities

• Provide first-line technical support to AFIRME employees via email and telephone.
• Create and manage incident tickets using the ServiceNow institutional platform.
• Document all technical activities and resolutions for first-line cases.
• Log detailed activities when escalating issues to specialized resolution groups.
• Escalate critical application incidents reported by users.
• Generate backlog reports for incidents and service requests.

Requirements

• Professional degree in Informatics, Computer Systems, or a related field.
• Proven experience in Customer Service and Help Desk environments.
• Experience in technical support and remote assistance tools.
• Proficiency with ticketing tools and basic software knowledge.
• Knowledge of ITIL frameworks or industry best practices.
• Support experience with Microsoft 365 applications (Email, Office, and Microsoft Teams).
• Knowledge of hardware installation, including printers.
• Availability to work rotating shifts and rotating rest days.

Benefits

• Statutory benefits (Prestaciones de ley).
• Life insurance.
• Major Medical Expenses insurance (SGMM).

About the Company

Afirme is a Mexican bank certified as one of the best places to work by GPTW. We contribute to the country's economic development by providing high-quality financial products and services. We are committed to inclusive environments and offer professional growth opportunities for those looking to build a career within the #FamiliaAfirme.