Descripción del puesto
They are looking for a Service Desk Analyst (Semi Senior) to provide first-level support to internal users at a leading and well-established Canadian company, specialized in electronic payment solutions for businesses of all sizes. The role is focused on desktop, mobile, and corporate application support, ensuring timely response and resolution to incidents and “how to” inquiries.
This position also involves coaching team members, contributing to the knowledge base, and handling moderate to complex tickets. The analyst will participate in an after-hours On-Call rotation, covering 7 pm to 7 am shifts including weekends and holidays.
Responsibilities:
- Triage and troubleshoot moderate to complex Level 1 incidents received via phone, self-service, or email, ensuring resolution within service target timelines.
- Provide guidance and training to other Level 1 Service Desk team members, ensuring knowledge transfer and improved first call resolution.
- Contribute monthly content to the knowledge base to drive user self-service and reduce inbound requests.
- Maintain an understanding of the standard applications supported by the End User Services team.
Work Location: 100% Remote – LATAM (preferably Argentina)
Contract Type: Full time - Contractor
Requisitos
- Bachelor’s degree in Information Technology or related field, or 3+ years of relevant experience in technical support or team management roles.
- MCP WIN 10 certification or similar
- Experience with end-user technologies: desktops, laptops, mobile devices, meeting room tech, Windows, MacOS, iOS.
- Proficiency with Office 365 tools: Teams, OneDrive, SharePoint, Teams Voice.
- Knowledge of Azure and ServiceNow.
- Understanding of ITIL processes.
- Excellent verbal and written communication skills across all organizational levels.
- Advanced English Level
- Bilingual in French is a plus.
- Availability for after-hours On-Call support (7 pm to 7 am, including weekends and holidays)
Beneficios
- Salary in USD.
- 10 paid time off (PTO) days per year.
- International certifications and trainings of your choice.
- Access to coworking spaces.
- English classes to enhance your language skills
Detalles
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Nosotros
Our client is a global company headquartered in the United States, operating as a shared services hub that supports clients across the U.S., Canada, and Europe. They specialize in sourcing and hiring IT professionals from throughout Latin America, connecting them with established, reliable clients that integrate them as extensions of their teams.
