Service Desk Analyst

TL;DR

Service Desk Analyst: Providing first-level technical support and customer service for critical technology systems with an accent on problem-solving, interactive solutions, and customer satisfaction. Focus on initial client onboarding, multi-tasking across communication channels, and escalating complex issues to back-office teams.

Location: Partially Remote in Heredia, Costa Rica

Company

hirify.global is a corporation that designs, builds, manages, and modernizes mission-critical technology systems for Fortune 100 clients worldwide.

What you will do

• Provide first-level technical support and customer service.
• Handle customer inquiries via chat, email, and MS Teams.
• Troubleshoot basic technical issues and provide interactive solutions.
• Document support tickets and work in a help desk environment.
• Collaborate with back-office teams for issue escalations.
• Learn new technologies and obtain certifications (e.g., Microsoft 365, Google Cloud, Azure).

Requirements

• 0–1 year of experience in technical support or customer service.
• Advanced English (minimum B2+ or C1) with strong listening and writing skills.
• Basic troubleshooting and problem-solving skills.
• Ability to document tickets and work in a help desk environment.
• Customer-oriented with effective communication skills.
• Flexibility and willingness to learn new technologies.

Nice to have

• Experience working with Windows, Mac, or Linux operating systems.
• Support help desk experience.

Culture & Benefits

• Opportunities for career growth and advancement within hirify.global.
• Access to industry-best learning programs and certifications (Microsoft, Google, Amazon, Skillsoft).
• Focus on diversity, inclusion, and an equitable culture through hirify.global Inclusion Networks.
• Benefits supporting well-being and family needs.
• Volunteering and giving platform.