Service Desk Analyst

About the role

The Service Desk Analyst will provide Level 1 support and assist with Level 2/3 troubleshooting for technology incidents and service requests across a global enterprise environment. You will be the primary point of contact for end users, ensuring a stable and reliable digital workplace.

Key responsibilities

• Provide support via phone, chat and self‑service platforms for Windows devices, Microsoft 365, collaboration tools, virtual desktops, printers and access services.
• Manage incidents and service requests through their lifecycle, documenting actions and meeting SLA targets.
• Coordinate with internal technology teams, field support personnel and third‑party vendors to resolve issues.
• Support Microsoft Teams, video‑conferencing, voice services and business‑critical applications, escalating when needed.
• Contribute to knowledge management by creating and maintaining support documentation.

Required profile

• Advanced or bilingual proficiency in Spanish and Portuguese.
• Experience in enterprise IT support (Service Desk, Help Desk, Desktop Support).
• Knowledge of ITSM processes, incident/request handling and SLA management.
• Strong troubleshooting, communication and stakeholder management skills.

Required skills

• Windows operating systems and hardware.
• Microsoft 365 suite (Teams, Outlook, SharePoint, OneDrive).
• Virtual desktop technologies (Citrix, VDI, Remote Desktop Services).
• Identity and access management (password resets, MFA, BitLocker recovery).
• Enterprise applications such as SAP, JDE, AS400, SailPoint.
• Video‑conferencing, collaboration and telephony services.