Service Desk Analyst

Under general supervision, respond, investigate and resolve user questions and system problems. It provides fast and efficient technical assistance to minimize business interruption due to problems with the systems. Coordinates the escalation of technical problems to other Product & Technology areas when necessary. It is responsible for installing and configuring requested software, managing company emails, generating access to applications, complying with established problem solving times


  1. Provides end-user support remotely for computer, system, device, access and problem applications.
  2. Identifies, researches and resolves the most complex technical problems remotely and ensures correct operation of personal computer, if is no possible remote, must forward to Front Office Agent,.
  3. Works on tickets and escalates to different support areas, depending on the requirements received.
  4. Responds to telephone, email and online requests for technical support.
  5. Documents, tracks, and monitors the problem using applicable systems and tools.
  6. Coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty.
  7. Performs ongoing activities to maintain and enhance overall system performance.
  8. May perform system setups for new hires.
  9. May train, coach, or assist less experienced team members.
  10. Works independently within established procedures associated with the specific job function.
  11. Participates in the on-call rotation which will include weekends and holidays.

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