Senior Service Desk Agent · MHP Mexico

Wed, 18 Feb 2026 13:06:57 GMT
IT

MHP Mexico · Mexico · remote

We are looking for a Senior Service Desk Agent to join the IT Operations team. This position is aimed at experienced professionals in first- and second-level technical support who are interested in working in a collaborative, learning-oriented environment.

What you'll do

As a Senior Service Desk Agent, you will be responsible for providing day-to-day support to end users and contributing to the continuous improvement of IT processes and services.

Serving as the first point of contact for customers seeking technical assistance over the phone, support portal or email.

Identifying and assessing customers' needs.

Support for basic customer issues and requests related to IT systems and applications.

Escalate service requests that cannot be scheduled within agreed service levels.

Improve customer service, perception, and satisfaction.

Maintain the Knowledge Base information.

Train and assist junior colleagues.

What you need

Proven experience in IT support, Service Desk, Technical Support or Customer Support.

Good understanding of IT concepts and 1st level support experience for M365, End user Device Support, User management, Application Support.