Service Desk Analyst

TL;DR

Service Desk Analyst: Supervising (investigating, prioritizing, escalating) incoming Service Desk tickets and providing technical support for hardware and software with an accent on user account administration and ensuring timely resolution or escalation of technical issues. Focus on proactive customer service, maintaining SLA compliance, and updating the Service Desk knowledge base.

Location: This position is based in San Jose, Costa Rica.

Company

Veeam is a global market leader in data resilience, providing solutions for data backup, recovery, portability, security, and intelligence to over 550,000 customers worldwide.

What you will do

• Investigate, prioritize, resolve, and escalate incoming Service Desk tickets.
• Monitor Service Level Agreement (SLA) compliance within the team.
• Ensure timely resolution or escalation of technical issues.
• Provide IT support for hardware and software, including remote assistance.
• Perform user account administration across multiple systems.
• Collaborate as a member of an international team.
• Review and update the Service Desk knowledge base with accurate processes and procedures.

Requirements

• At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment.
• Proficiency in English, both written and spoken.
• Strong multitasking skills with the ability to handle real-time support issues.
• Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks.
• Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload.
• In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS.

Nice to have

• Knowledge of networking technologies (TCP/IP, DNS, DHCP).
• ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications.
• Experience with incident monitoring and management systems.
• Scripting and automation skills using tools like PowerShell.

Culture & Benefits

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually.
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents.
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents.
• Mental health support, therapy sessions, and virtual care via the Employee Assistance Program.
• Retirement and social security contributions through Costa Rica’s statutory programs.
• Daily cafeteria subsidy.
• Fertility, adoption, and surrogacy support.
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events.