[Hiring] Service Desk Analyst @Truelogic

Role Description

The client is looking for a customer-service-oriented Service Desk Analyst to provide technical support to users. This role involves delivering efficient and accurate support via phone, email, or chat, applying strong technical knowledge and exceptional customer service skills to diagnose and resolve technical issues, ensuring high customer satisfaction.

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 everyday IT requests, including password resets, account access, and user "how-to" questions.
• Accurately log, prioritize (by impact and urgency), track, and close support tickets adhering to established standard operating procedures (SOPs).
• Route complex or unresolved technical issues to higher-tier engineering teams with clear, comprehensive documentation and troubleshooting notes.
• Provide exceptional, customer-focused support to ensure high user satisfaction while maintaining professionalism under pressure.
• Consistently meet and exceed individual and team KPIs, service desk SLAs, and quality standards in a fast-paced remote setting.

Qualifications

• 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, with a proven ability to handle user inquiries with empathy and patience.
• Fully fluent/advanced in both English and Spanish (written and spoken) to assist diverse users across regions.
• Solid practical knowledge in remote troubleshooting (hardware, peripherals, OS, and software) and thorough ticket documentation.
• A dedicated, distraction-free home office setup with a reliable, high-speed internet connection suitable for VoIP calls and video conferencing.

Requirements

• 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection.
• Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.
• Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.
• Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.
• Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.

Benefits

• A Culture That Values You: We prioritize well-being and work-life balance, offering engagement activities and fostering dynamic teams to ensure you thrive both personally and professionally.
• Diverse, Global Network: Connect with over 600 professionals in 25+ countries, expand your network, and collaborate with a multicultural team from Latin America.
• Team Up with Skilled Professionals: Join forces with senior talent. All of our team members are seasoned experts, ensuring you're working with the best in your field.