IT Service Desk Analyst

TL;DR

IT Service Desk Analyst: Resolving complex technical issues across end-user systems, SaaS applications, and IT tools, bridging end-user support and system administration. Focus on troubleshooting operating systems, managing enterprise applications, implementing service improvements, and collaborating with System Administrators.

Location: Remote (Work from anywhere globally)

Company

hirify.global is a global fintech company enabling big brands to collect payments in 40 emerging markets worldwide.

What you will do

• Own the resolution of complex technical issues across end-user systems, SaaS applications, device management platforms, and core IT tools.
• Troubleshoot problems across operating systems, identity platforms, endpoints, and enterprise applications.
• Perform administration tasks within IT systems such as Google Workspace/Microsoft 365, Jamf, Intune, or other MDM tools.
• Identify recurring issues and implement preventive measures, small-scale automations, or workflow enhancements.
• Collaborate closely with System Administrators to support deployments and configuration updates.
• Manage and maintain user accounts, permissions, and basic security configurations across key enterprise applications.
• Document procedures, troubleshooting steps, and configuration notes to improve knowledge sharing.
• Work within the ITSM platform (preferably Jira Service Management) to manage queues and meet SLAs.

Requirements

• Solid experience in IT Service Desk or Technical Support roles in enterprise environments.
• Strong understanding of operating systems (Windows, Linux, macOS), networking fundamentals, device management, and enterprise SaaS environments.
• Hands-on experience with MDM platforms (e.g., Jamf, Intune) and identity management systems (Azure AD, Okta, Google Workspace).
• Ability to perform mid-level admin tasks such as policy adjustments, profile updates, and application assignments.
• Strong troubleshooting methodology, capable of identifying root causes and proposing preventive measures.
• Familiarity with ITSM platforms (Jira Service Management preferred), including queues, SLAs, and workflows.
• Practical AI experience in daily work (e.g., triage/summarization, knowledge search, log analysis) with awareness of privacy and security.
• Excellent communication and customer service skills.

Culture & Benefits

• Flexible, remote-first dynamic culture with a global team of over 1000 teammates from 30+ nationalities.
• Flexible schedules and performance-driven environment.
• Access to a Premium Coursera subscription for learning & development.
• Free English, Spanish, or Portuguese language classes.
• Monthly social budget to connect with your team.
• Access to hirify.global Houses for coworking worldwide.

Hiring process

• CV review and email updates at every step of the process.