Spanish-Speaking Service Desk Agent - MX

The Service Desk Agent serves as the frontline coordinator of IT support operations, handling incoming requests, prioritizing tickets, and routing issues to appropriate teams. This role involves active coordination with Field Technicians to ensure timely resolution and compliance with Same Business Day requests. The agent maintains ticket hygiene by documenting updates and resolution steps, and verifies Site Visit Reports are attached before closure. Professional client communication and escalation of complex issues are key responsibilities. The ideal candidate has 1-3 years of Service Desk or IT coordination experience, preferably in an MSP environment, with strong technical knowledge of Microsoft 365, Active Directory, and ITSM tools.