IT Service Desk Analyst

About the role

The IT Service Desk Analyst is the first point of contact for end‑users across North and South America, handling requests via phone, instant messaging and a self‑service portal. The role ensures IT systems run smoothly while delivering high‑quality customer service in line with Service Level Agreements.

Key responsibilities

• Receive and resolve support tickets from users through phone, email or ticketing system.
• Troubleshoot hardware, software and network issues for desktops, laptops, printers, mobile devices and other peripherals.
• Install, configure and update operating systems and applications to maintain performance and security.
• Escalate unresolved incidents to appropriate IT teams and monitor critical system alerts.
• Document all support activities, solutions and outcomes in the service management platform.
• Communicate status updates to users and set realistic expectations.
• Maintain IT inventory and asset records, ensuring accuracy.
• Contribute to knowledge‑base articles and training materials for self‑service.

Required profile

• Bachelor’s degree in Computer Science, MIS or related field, or equivalent experience.
• Relevant IT certifications such as CompTIA A+ or Microsoft certifications.
• Experience providing remote technical support and handling SLA‑driven environments.

Required skills

• Hardware troubleshooting (desktops, laptops, printers, mobile devices).
• Software and operating system support (Windows, application installation/configuration).
• Network troubleshooting basics.
• Proficiency with ticketing and service management platforms.
• IT asset and inventory management.
• CompTIA A+ or Microsoft certification knowledge.