.**Service Desk Analyst - Portuguese**Workplace: San Nicolás de los Garza, MTY**Requirements**:- Education: Lic. or Engineer. Technical Career or Baccalaureate- Able to maintain a fluent conversation in Portuguese and English level Intermediate-Advanced to AdvancedMandatory experience:- Minimum 3 years of experience in customer service or service desk processes- Any previous product support experience involving technical support and billing processes or service desk account experience - (required)- Demonstrates excellent customer service skills and capabilities.- Good presentation skills and ability to relate to clients.- Confidently communicates current performance and improvement ideas to the client.- Technical knowledge- Knowledge and practical experience of Microsoft office tools, such as Excel, Word and PPT.- Hardware infrastructure, remote data network support for laptops, desktops, LAN issues, printer configuration, etc.- Password reset requests, account privileges, user account activation, suspension, cancellation, installation, and MACD requests.- Mobile devices such as IOS, Android and Chromebook- Technical knowledge/experience to support queries related to technical help and problem resolution.- Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows.- Experience in an L1 service desk/technical support process providing remote support for laptops/desktops/LAN issues/printer configuration etc. (mandatory)Aim:- Executes transactions according to prescribed deadlines- Performs initial troubleshooting to identify root cause and provides solution to customer.- Reviews, validates input from process executives and helps them execute error-free transactions.Position functions:- Software installation and configuration.- Provide technical troubleshooting to issues reported by end users.- Access management activities.- Record calls and chats in the ticketing tool system.- Follow-up on all assigned tickets until they are closed.Vacancy hours:- Monday to Friday from 8-11, and weekends 11-11, 9 hour shifts.- Rotating shifts every 2-3 months, it is a temporary remote position with no date to return, but you should have no problem returning or relocating if you are outside of Mty.- During training, 2-3 weeks of face-to-face training are mandatorywe offer:- Benefits: Law and Superiors- 12 days of paid vacation the 1st year.- Vacation bonus: 25% of daily salary.- Christmas bonus: 15 days of base salary.- Part of profits.- every 6 months).- Major health insurance for the employee and his/her eligible dependents (husband/wife, children). Maximum benefit: 1,000.00 general minimum monthly salaries.- Life insurance: the policy will pay 24 times the monthly base salary up to 3,000,000.00 MXN to the employee's beneficiaries in the event of death,- disability or organic loss