Service Desk Analyst

About the role

We are looking for a Service Desk Analyst to join our Enterprise Service Desk in Santiago, Dominican Republic. The analyst will be the first point of contact for users, providing Level‑1 remote support for desktops, laptops, mobile devices, printers and related applications.

Key responsibilities

• Answer incoming calls, emails and chat messages, log each request in the ITSM ticketing system and provide first‑line resolution or appropriate escalation.
• Perform remote diagnostics and troubleshooting of Windows 10 PCs, Office 365 applications, printers and mobile devices.
• Maintain basic account administration in Active Directory to resolve access issues.
• Document incidents, resolutions and user details accurately in the incident management system.
• Follow security, privacy and business continuity procedures, and support small, limited‑scope projects.
• Build rapport with users, gather detailed problem information and prioritize workload to reduce resolution time.

Required profile

• Advanced English proficiency and an associate degree or equivalent experience.
• 2‑3 years of help‑desk experience supporting hardware and software.
• Strong knowledge of Windows 10, Office 365, basic networking and Active Directory administration.
• Ability to quickly learn mortgage‑origination or servicing business processes.
• Excellent communication, problem‑solving and customer‑service orientation.
• Ability to work under pressure, pay close attention to detail and follow documented procedures.

Required skills

• Windows 10 operating system
• Office 365 suite
• Active Directory
• ITSM ticketing systems
• Automatic Call Distribution (ACD) systems
• InContact Contact Center (preferred)
• Hardware troubleshooting for desktops, laptops, printers and mobile devices
• ITIL or HDI certification (a plus)