Remote IT Service Desk Analyst

RE Remote IT Service Desk Analyst
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Resolv Global is a US-based BPO company headquartered in Plano, Texas, offering multilingual customer operations solutions across 13 global delivery regions through their proprietary Resolv Operating System.
Resolv.Global
Employee count: 201-500
Mexico only

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Description

We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas.

This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.

The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.
Key Responsibilities
- Provide first-level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to the correct resources.
- Update customer data and produce activity reports.
- Walk customers through the problem-solving process.
- Follow up with customers, provide feedback, and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers' expectations.
- Ensure proper recording, documentation, and closure.
- Recommend procedure modifications or improvements.
- Preserve and grow your knowledge of Service Desk procedures, products, and services.

Availability Requirements

Candidates must be fully flexible and available to support the following operating hours:
- Monday-Friday: 7:00 AM - 7:30 PM CST
- Saturday: 6:00 AM - 6:30 PM CST
- Sunday: 6:00 AM - 5:30 PM CST

Please only apply if you can support rotating schedules within these operating hours, including weekends and holidays, where required.
Compensation
- $6.50 USD per hour
- Paid weekly in arrears
- Independent Contract

Technical Requirements (Non-Negotiable)

To be considered for this role, candidates must have the following:
- Stable wired fibre Ethernet internet connection (Wi-Fi-only connections are not accepted)
- Backup power solution, such as a UPS or inverter
- Professional headset with microphone
- A dual monitor setup is preferred for productivity and workflow management

Hiring Process

Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.
The process includes:
- Resume Review
- Pre-Screen Questionnaire
- One-Way Video Interview
- Pre-Screen Interview
- Final Interview

Please Note
- Only candidates who complete both the prescreen questionnaire and one-way video interview will be considered for this position.
- Resumes must be submitted in English.

Requirements
Required Experience & Qualifications
- High school diploma or GED equivalent in Science, Information Technology, or related professional work experience in IT or Desktop Support
- Minimum of 2 years of experience working in an End User Services capacity
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
- Ability to prioritize and multi-task in a fast-paced environment.
- Ability to work successfully as part of a team.
- Ability to work a flexible schedule inclusive of holidays and weekends.
- Proficiency in English, both spoken and written.
- Basic skills related to hardware, software, and user provisioning/administration.
- Basic troubleshooting and problem-solving skills
- Proficiency in managing both Windows and iOS environments.

- Working knowledge of managing common infrastructure technologies and tools (Meraki, O365, Azure AD, Workspace One, Bomgar)
- Working knowledge of Service Desk software (ServiceNow)
- Understanding of ITIL and Service Management practices
- Ability to communicate effectively, both written and verbally, with technical teams, business partners, and end users
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.

Preferred Experience
- Experience working in a help desk or customer support environment.
- Experience working with computer networks & internet software.

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Please let Resolv.Global know you found this job on Himalayas. This helps us grow!

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About the job
Apply before
Nov 16, 2026
Posted on
Sep 17, 2026
Job type
Contractor
Experience level
Mid-level

Education
High school

Experience

2 years minimum

Experience accepted in place of education

Location requirements
Suggest an edit

Mexico

Hiring timezones
Show UTC offsets

Mexico +/- 0 hours

Job categories
IT Support Service Desk Help Desk Technical Support IT Service Management Service Desk Analyst Remote IT Support Engineer Remote IT Support Technician IT Service Desk Specialist Remote IT Support Specialist

Skills
ServiceNow ITIL Windows iOS Azure AD Bomgar Service Desk IT Support Customer Service hardware troubleshooting Technical Troubleshooting User Provisioning Troubleshooting O365 Service Management Hardware Software

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About Resolv.Global

Learn more about Resolv.Global and their company culture.

View company profile

Resolv Global is a leading provider of global BPO (Business Process Outsourcing) services that delivers scalable, multilingual customer operations solutions to help businesses operate seamlessly across borders and time zones. The company's flagship Resolv Operating System (ROS) combines AI, operational intelligence, technology, and world-class teams into one integrated framework that transforms customer operations into measurable business outcomes.

With 13+ delivery regions and 2,000+ global professionals operating in 18+ languages across 12 delivery hubs including the Philippines, Colombia, South Africa, Uzbekistan, India, Egypt, Albania, Kenya, and Mexico, Resolv Global enables businesses to scale efficiently through their specialized operational pods. These include CX POD for customer experience, Revenue POD for revenue recovery, Workforce POD for global staffing, Healthcare POD for medical operations, Sales POD for AI-powered sales acceleration, and AI POD for intelligent automation. The company serves diverse industries including BPO, consumer services, e-commerce, financial services, legal, healthcare, retail, and telecommunications.

Tech stack

Learn about the tools and technologies that Resolv.Global uses to build, market, and sell its products.

View tech stack

Microsoft Teams

Microsoft Office 365

Base44

Resolv.Global employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Resolv.Global.

View benefits
Mental Health Awareness Programmes

Support and resources for employee mental wellbeing

Employee Wellbeing Programs

Comprehensive initiatives supporting overall employee wellness

Preventative Healthcare Initiatives

Programs focused on preventive care and employee health maintenance

Quarterly Health and Wellness Campaigns

Regular wellness initiatives promoting employee health throughout the year

View Resolv.Global 's employee benefits

Apply now
Job expired?

Please let Resolv.Global know you found this job on Himalayas. This helps us grow!
Apply now

About the job
Apply before
Nov 16, 2026
Posted on
Sep 17, 2026
Job type
Contractor
Experience level
Mid-level

Education
High school

Experience

2 years minimum

Experience accepted in place of education

Location requirements
Suggest an edit

Mexico

Hiring timezones
Show UTC offsets

Mexico +/- 0 hours

Job categories
IT Support Service Desk Help Desk Technical Support IT Service Management Service Desk Analyst Remote IT Support Engineer Remote IT Support Technician IT Service Desk Specialist Remote IT Support Specialist

Skills
ServiceNow ITIL Windows iOS Azure AD Bomgar Service Desk IT Support Customer Service hardware troubleshooting Technical Troubleshooting User Provisioning Troubleshooting O365 Service Management Hardware Software

Browse similar jobs
Remote Mid-level IT-Support Jobs Remote Contractor IT-Support Jobs Remote Mid-level IT-Support Jobs in Mexico Remote Contractor Jobs in Mexico Remote IT-Support Jobs in Mexico

Claim this profile RE Resolv.Global

Company size

201-500 employees

Founded in

2019

Chief executive officer

Louis Siebrits

Markets
BPO Customer Experience AI Automation Healthcare Financial Services Legal Retail Telecommunications Ecommerce

Employees live in
United States

View company profile

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