Service Desk Analyst
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As a Service Desk Analyst, your primary responsibility is to provide technical assistance and support to end users within the organization. You will serve as the first point of contact for IT-related issues and play a key role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure.
Requirements
Fluent in English (high proficiency level required).
Currently pursuing or holding an associate or bachelor’s degree in information technology or a related field.
Minimum of 1+ year of experience in a technical support role.
Strong technical knowledge of:
Computer hardware
Software
Networking concepts
Proficient in troubleshooting common hardware and software issues.
Knowledge of:
Office 365
Active Directory
Antivirus solutions
Familiarity with ticketing systems and remote support tools.
Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
Strong problem-solving skills and attention to detail.
Ability to prioritize and manage multiple tasks effectively.
Flexibility to work afternoon shifts and weekends.
Schedule flexibility.
Availability to work onsite at our offices in Barranquilla, Colombia / San Pedro, Costa Rica.
Nice to Have
IT certifications (e.g., CompTIA A+, Microsoft Certified Professional).
Basic knowledge of SAP.
Responsibilities
Respond to incoming support requests via phone, email, or ticketing system, providing timely and effective technical assistance.
Diagnose and troubleshoot hardware and software issues, including:
Desktops and laptops
Printers
Mobile devices
Peripherals
Assist users with software installations, upgrades, and basic configurations.
Manage user accounts, permissions, and access rights.
Collaborate with other IT team members to resolve complex technical issues.
Escalate unresolved issues to appropriate teams or vendors following established procedures.
Follow up with end users to ensure issues are resolved satisfactorily.
Document all support activities, including:
Troubleshooting steps
Issue resolutions
Knowledge base updates
Maintain and update inventory of IT assets (hardware, software licenses, peripherals).
Stay up to date with emerging technologies and continuously improve technical skills.
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