Service Desk Analyst – Global Services

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Identify and address technical challenges related to laptops, desktops, mobile devices, printers, and client software through phone, email, and chat support.

• Provide efficient Level 1 assistance for password resets, account access issues, and user inquiries.

• Record, prioritize based on impact and urgency, monitor, and resolve support tickets in line with Standard Operating Procedures (SOPs).

• Forward intricate or unresolved technical problems to higher-tier engineering teams, accompanied by detailed documentation and troubleshooting notes.

• Deliver customer-centric technical support while upholding professionalism in high-pressure situations.

• Achieve or surpass individual and team Key Performance Indicators (KPIs), service desk Service Level Agreements (SLAs), and quality benchmarks.

⛳️ Requirements

• A minimum of 1 year of experience in an IT Service Desk, Help Desk, or technical support position in a fully remote setting.

• At least 1 year of experience in a professional customer service role.

• Proficient in both English and Spanish, with advanced written and spoken abilities.

• Strong practical knowledge in remote troubleshooting of hardware, peripherals, operating systems, and software applications.

• Excellent skills in ticket documentation.

• A dedicated home office setup that is free from distractions.

• A reliable, high-speed internet connection that is suitable for VoIP calls and video conferencing.

🏝️ Benefits

• 100% Remote Work

• Highly Competitive USD Pay

• Paid Time Off

• Work with Autonomy

• Collaborate with Leading American Companies

• Engagement activities

• Support for Work-life balance

• Collaboration with a diverse, global network

• Opportunities to broaden professional connections

• Work alongside experienced, senior professionals