Service Desk Analyst (Bilingüe)
Core
First-line technical support analyst handling user incidents via phone, chat, and email to ensure operational continuity.
Role type
Senior IC Service Desk Analyst
Builds
IT support services for enterprise clients
Domain
IT Operations / Help Desk
Required skills
Windows OS support, Microsoft Outlook support, web browser troubleshooting, ITSM tools (ServiceNow/Remedy/Zendesk/Jira), remote desktop support, basic networking (VPN/Wi-Fi/DNS), English (advanced), technical documentation reading
Preferred skills
None stated
Technologies
Windows, Microsoft Outlook, Google Chrome, Microsoft Edge, Internet Explorer, ServiceNow, Remedy, Zendesk, Jira, LogMeIn, AnyDesk, Remote Desktop Manager
Responsibilities
Answer user support calls and requests, register and document incidents in ticketing tools, perform initial diagnosis and first-level resolution, escalate complex cases to specialized groups, keep users informed of request status, maintain professional communication, protect confidential information
Seniority
Entry-level to Mid-level, hands-on IC