Service Desk Analyst (Information Technology Support)

Job Description

Who Will You Be Working With?

As a member of the Information Technology team based in Apodaca, Nuevo León, you will play a key role in supporting manufacturing operations, business users, and local technology solutions. You will work closely with site leadership, production teams, business stakeholders, and global IT support teams to ensure the reliable operation of IT systems, applications, and end-user technologies.

The Service Desk Analyst is responsible for delivering first- and second-level technical support, resolving incidents, troubleshooting hardware, software, network, and application-related issues, and ensuring minimal disruption to business operations. This role requires strong technical expertise, customer service skills, and the ability to collaborate effectively with global teams to identify and resolve complex technical challenges.

What Do We Want to Know About You?

• Bachelor's degree in Information Systems, Information Technology, Computer Science, Engineering, or a related field.
• Minimum 5 years of experience in IT technical support, Service Desk operations, End-User Computing, or Manufacturing IT environments.
• Experience supporting shopfloor and production line technologies within a manufacturing environment.
• Hands-on experience supporting Windows-based environments, PCs, printers, mobile devices, and peripheral equipment.
• Experience providing local application support, troubleshooting business applications, and coordinating issue resolution with global support teams.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple activities in a fast-paced operational environment.
• Customer-focused mindset with excellent interpersonal skills.
• Strong verbal and written English communication skills, with the ability to effectively interact with local and global stakeholders.
• Experience with IT Service Management processes (Incident, Problem, Change, and Asset Management) is preferred.

What Will Your Typical Day Look Like?

• Provide onsite and remote IT support for users across Apodaca Sites (2) and Santa María Monterrey facilities.
• Deliver technical support for manufacturing shopfloor systems and production line technologies to ensure business continuity.
• Respond to, troubleshoot, and resolve Service Desk incidents and service requests within established SLA targets.
• Support end-user computing devices, including desktops, laptops, printers, scanners, mobile devices, and related peripherals.
• Provide local support for business-critical applications and partner with global application teams to investigate and resolve issues.
• Perform root cause analysis and coordinate resolution efforts for recurring technical problems.
• Manage hardware deployment, configuration, maintenance, and replacement activities.
• Support user onboarding activities, including workstation setup, software installation, and access provisioning.
• Escalate complex issues when appropriate and coordinate with regional and global IT teams to drive timely resolution.
• Maintain accurate documentation of incidents, resolutions, and support procedures.
• Identify opportunities to improve service quality, user experience, and operational efficiency.
• Support continuous improvement initiatives that increase system reliability, productivity, and overall service performance.

What About the Physical Demands of the Job?

• Provide hands-on technical support within office and manufacturing environments.
• Frequently travel between company facilities in the Apodaca and Monterrey area as required.
• Perform installation, maintenance, and replacement of IT equipment, including PCs, monitors, printers, scanners, and network-connected devices.
• Support production line systems and equipment located on the manufacturing floor.
• Occasionally lift and transport IT equipment following company safety guidelines.
• Perform additional responsibilities aligned with business needs and within the scope of the position.

Key Competencies

• Technical Troubleshooting & Root Cause Analysis
• Service Desk & End-User Support
• Manufacturing / Shopfloor IT Support
• Local Application Support
• Incident & Problem Management
• Hardware & Peripheral Support
• Collaboration with Global IT Teams
• Customer Service Excellence
• Continuous Improvement Mindset
• Quality and Cost Focused
• Strong Verbal and Written English Communication Skills
• Teamwork and Stakeholder Management

This position offers an excellent opportunity for an experienced IT professional who enjoys working directly with end users, supporting manufacturing operations, and collaborating with global teams to deliver reliable technology solutions.

Additional Information

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.