IT Service Desk Analyst

About the role

As an IT Service Desk Analyst you will be the first point of contact for end‑users, providing technical assistance and ensuring smooth operation of computer systems, software, hardware and network infrastructure.

Key responsibilities

• Respond to support requests via phone, email or ticketing system and troubleshoot hardware, software and peripheral issues.
• Assist users with software installations, upgrades, configurations and manage user accounts, permissions and access rights.
• Collaborate with other IT team members, escalate unresolved issues and document all support activities.
• Maintain inventory of IT assets and keep knowledge base up to date.

Required profile

• Fluent in English with high proficiency.
• Currently pursuing or holding an associate or bachelor’s degree in IT or a related field.
• Minimum 1 + year experience in a technical support role.
• Flexibility to work afternoon shifts, weekends and onsite in Barranquilla, Colombia or San Pedro, Costa Rica.

Required skills

• Strong knowledge of computer hardware, software and networking concepts.
• Proficiency with Office 365, Active Directory and antivirus solutions.
• Experience using ticketing systems and remote support tools.
• Basic knowledge of SAP (nice to have).