Service Desk Analyst – Global Services
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Job Description
Service Desk Analyst providing remote L1 technical support for Truelogic, a nearshore technology staffing company. Diagnosing issues, managing tickets, and assisting users in English and Spanish.
Responsibilities:
- Diagnose and resolve technical issues involving laptops, desktops, mobile devices, printers, and client applications via phone, email, and chat
- Deliver prompt L1 support for password resets, account access, and user how-to questions
- Log, prioritize by impact and urgency, track, and close support tickets according to SOPs
- Escalate complex or unresolved issues to higher-tier engineering teams with comprehensive documentation and troubleshooting notes
- Provide customer-focused support while maintaining professionalism under pressure
- Meet individual and team KPIs, service desk SLAs, and quality standards in a fast-paced remote setting
Requirements:
- Minimum 1 year of experience in an IT Service Desk, Help Desk, or technical support role within a fully remote environment
- At least 1 year of professional customer service experience
- Fully fluent/advanced in both English and Spanish, written and spoken
- Solid practical knowledge of remote troubleshooting for hardware, peripherals, operating systems, and software
- Thorough ticket documentation skills
- Dedicated, distraction-free home office setup
- Reliable, high-speed internet connection suitable for VoIP calls and video conferencing
- Currently based in Latin America
Benefits:
- 100% Remote Work
- Highly Competitive USD Pay
- Paid Time Off
- Work with Autonomy
- Opportunities to work with top American companies on innovative, high-impact projects
- Engagement activities and a culture focused on well-being and work-life balance
- Collaboration with a diverse, global network
- Work alongside senior, seasoned professionals
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