ICT Service Desk Analyst
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Summary
A first-line IT support role on Kerry's Global ICT team in Querétaro: the analyst is the primary contact for users, logging and troubleshooting incidents, meeting SLAs, escalating to second-line support, and maintaining knowledge base and ITIL processes. Core stack includes Windows desktop OS, Microsoft Office, Active Directory, and SAP.
About Kerry
Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.
About the role
At Kerry, we are looking for a customer-focused and solutions-driven ICT Service Desk Analyst to join our Global ICT team in Querétaro. In this role, you will serve as the first point of contact for users across the organization, providing technical support, troubleshooting issues, and ensuring exceptional service delivery while supporting global IT operations.
Key responsibilities
- Act as the primary point of contact for all users of Kerry ICT systems through multiple support channels.
- Log, track, and manage incidents accurately, ensuring all relevant information is captured within the incident management system.
- Deliver outstanding customer service by responding promptly and professionally to user requests.
- Diagnose and troubleshoot technical incidents using established support tools and procedures.
- Escalate issues to second-line support teams when required.
- Ensure incidents and service requests are resolved within agreed Service Level Agreements (SLAs).
- Maintain and update knowledge base articles, processes, and technical documentation.
- Support ITIL best practices by providing high-quality incident information and contributing to continuous service improvement initiatives.
Qualifications and skills
- Bachelor's degree in Information Technology, Computer Science, or a related discipline.
- 1-3 years of experience in a Service Desk, Help Desk, or IT Support environment.
- Strong knowledge of Windows desktop operating systems.
- Good understanding of Microsoft Office applications and environments.
- Experience with Microsoft Active Directory administration.
- Strong troubleshooting and analytical problem-solving skills.
- Excellent communication and interpersonal skills with the ability to support users at all organizational levels.
- Knowledge of SAP is considered an advantage.