Service Desk Analyst (Remote LATAM) - Global Services

Location: Remote within LATAM

Highly competitive compensation paid in USD; exact amount not specified.

Company

Nearshore staff augmentation provider delivering technology solutions and remote teams for U.S. companies and other clients across public and commercial sectors.

What you will do

• Provide remote omnichannel technical support by phone, email, and chat for laptops, desktops, mobile devices, printers, and client applications.
• Deliver first-contact L1 support for password resets, account access, and user how-to requests.
• Log, prioritize, track, and close tickets according to standard operating procedures.
• Escalate complex or unresolved issues to higher-tier engineering teams with detailed troubleshooting documentation.
• Provide empathetic customer service while meeting KPIs, service desk SLAs, and quality standards.

Requirements

• At least 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 the ability to handle user inquiries with empathy and patience.
• Fully fluent or advanced English and Spanish, written and spoken, are required.
• Practical knowledge of remote troubleshooting for hardware, peripherals, operating systems, and software.
• Strong ticket documentation skills.
• A dedicated, distraction-free home office and reliable high-speed internet suitable for VoIP calls and video conferencing are required.

Culture & Benefits

• 100% remote work from within LATAM with a laptop and reliable internet connection.
• Competitive USD compensation and paid time off.
• Autonomy to manage working time while focusing on results.
• Opportunities to work with innovative U.S. companies and collaborate with a multicultural network of more than 600 professionals across 25+ countries.
• Engagement activities, work-life balance focus, and collaboration with experienced professionals.