Job Description
Desktop Support Analyst
Site: Nova
Modality: B&M
Apply before: Wednesday, March 11th, 2026
The Desktop Support Analyst will install and maintain computer systems and networks aiming for the highest functionality, customer satisfaction and continuous service delivery demands. Thorough knowledge of computer software and hardware and a variety of internet applications, networks, and operating system.
Education and specific training
- Bachelor’s degree or currently studying with a 50% of progress.
- Preference of bachelor: IT ENGINEER
- Nearshore market: English proficiency level 3.5 and Spanish native or fluent
Key Responsibilities
- Attend/resolve tickets (issues / new requirements from end clients as well as support implementations for new tools/applications as required). Within SLA
- To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Troubleshooting being able to detect root cause related to network connectivity or active directory policies to provide enough information to networking/telecom or infrastructure to solve the problem.
- Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks.
- Install, configure, test and maintain operating systems, application software and system management tools.
- Participate in any TP or external certifications such as GPTW, TOPS, PCI, etc.
- Present performance results to clients in business reviews
- Follow department standard operating procedures (SOPs)
- Participate on fraud risk assessment and ensure proper controls are in place and documented in TP control.
- Provide preventive maintenance to all computers in site
- Assist IT Coordinator to execute OS patching and AV updates on desktops and laptops.
- Perform and control hardening for desktop images.
- Collect evidence for security controls such PCI, TP Policy, GECSP’s
- Available for emergencies 24/7
- Set up workstations with computers and necessary peripheral devices (routers, printers etc.) &
- Check computer hardware (HDD, mouse’s, keyboards etc.) to ensure functionality
Work Experience
- Minimum of 3 years of experience on desktop support area.
- Familiar with Internet Explorer/Firefox/Chrome setup and tuning.
- Familiar with Outlook/ MS Office setup and tuning.
- Ability to discern user requirements and provide solution options.
- Connectivity/networking troubleshooting experience.
- Familiar with DOS command line for performing connectivity basic troubleshooting and scripting.
- Experienced in: Active Directory, OSI model networks, advanced use of Windows, Linux , and virtualization in both Citrix and VMware.
Technical skills
- Advanced analytical and problem-solving capabilities
- Ability to have effective two-way communication with desktop support, telecom, networking and infrastructure team even to a manager or Director Level.
- Must be capable of handle direct contact with External Client IT engineer for troubleshooting sessions. Able to work on an under-pressure environment.
IMPORTANT:
- You must have at least 6 months of tenure in your current position to apply and no administrative penalties in the last 90 days applies for administrative positions.
- Please have your manager send a feedback letter to mayte.ruiz@teleperformance.com
- Only applications through HCM will be considered, please be sure to apply to the job and attached your resume.
At TP México, consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is free of discrimination based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.
At TP we celebrate and value diversity
