Service Desk Analyst

About the role

We are looking for a dynamic Service Desk Analyst to join our Support team. The role focuses on delivering first‑line technical assistance to customers in both Spanish and English, ensuring high satisfaction and smooth operation of their IT environment.

Key responsibilities

• Provide first‑line support via phone, email and chat, handling hardware, software, OS, VDI, MS Office and network issues.
• Document incidents and service requests in the ITSM ticketing system, logging, categorising, prioritising and tracking each case.
• Escalate complex problems to senior team members or other IT departments as needed.
• Contribute to knowledge‑base articles and ensure compliance with company policies and SLAs.
• Participate in team meetings, process‑improvement initiatives and mentor junior staff.

Required profile

• Strong verbal and written communication skills in Spanish and English.
• Passionate about customer service with a results‑oriented mindset.
• Ability to guide and inspire team members to deliver exceptional service.

Required skills

• Windows 10/11 troubleshooting
• Virtual Desktop Infrastructure (VDI) support
• Microsoft Office troubleshooting
• Active Directory and user account management
• Hardware and software troubleshooting
• Network connectivity troubleshooting
• Experience with an ITSM ticketing tool

What we offer

• Opportunity to work in a collaborative, customer‑focused environment.
• Professional development and mentorship for junior staff.