IT Service Desk Analyst

About the role

We are looking for an IT Service Desk Analyst to be the first point of contact for end‑users across North and South America, handling requests via phone, instant message and our self‑service portal. The role ensures smooth operation of IT systems while delivering service in line with our SLAs.

Key responsibilities

• Respond to support requests through phone, email or ticketing system, providing timely resolution.
• Troubleshoot hardware, software and network issues for desktops, laptops, printers and mobile devices.
• Install, configure and update software applications and operating systems.
• Escalate unresolved incidents to appropriate IT teams and monitor critical system alerts.
• Document all activities and outcomes in the ticketing platform and maintain the knowledge base.
• Assist with IT inventory and asset management, and support on‑site hardware delivery when needed.

Required profile

• Bachelor’s degree in Computer Science, MIS or equivalent experience.
• Minimum two years of enterprise IT support experience.
• Ability to work a 24/7 rotational schedule.
• Strong communication skills in English and Spanish; additional languages a plus.
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional, CCNA or ITIL4 are advantageous.

Required skills

• Help desk and ticketing software proficiency.
• Microsoft Windows and Office troubleshooting.
• Desktop, laptop, printer and mobile device support.
• Software installation, configuration and OS updates.
• Network fundamentals and basic troubleshooting.