Service Desk Analyst

Truelogic Software

. Diagnose and resolve technical issues involving laptops, desktops, mobile devices, printers, and client applications via phone, email, and chat .

Posted 11/5/2026full-timeRemote • MexicoJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving technical issues across various devices while providing exceptional customer service. Proficient in remote troubleshooting and maintaining thorough documentation to support service desk operations.

Highest-signal resume keywords

IT Service Desk ExperienceRemote TroubleshootingBilingual in English and SpanishCustomer Service SkillsTicket Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingOperating SystemsHardware KnowledgeSoftware SupportClient ApplicationsTicketing SystemsSOP ComplianceKPI AchievementService Desk SLA Management

Soft Skills

Professionalism Under PressureCustomer-Focused SupportCommunication SkillsPrioritizationTeam Collaboration

Tools & Technologies

VoIPVideo ConferencingRemote Desktop ToolsHelp Desk Software

Industry Keywords

Technical Support RoleHelp DeskIT SupportFully Remote Environment

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Diagnose and resolve technical issues involving laptops, desktops, mobile devices, printers, and client applications via phone, email, and chat
Deliver prompt L1 support for password resets, account access, and user how-to questions
Log, prioritize by impact and urgency, track, and close support tickets according to SOPs
Escalate complex or unresolved technical issues to higher-tier engineering teams with comprehensive documentation and troubleshooting notes
Provide customer-focused support while maintaining professionalism under pressure
Meet or exceed individual and team KPIs, service desk SLAs, and quality standards

Requirements

What you’ll need

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
Fully fluent/advanced in both English and Spanish, written and spoken
Solid practical knowledge in remote troubleshooting of hardware, peripherals, operating systems, and software
Thorough ticket documentation skills
Dedicated, distraction-free home office setup
Reliable, high-speed internet connection suitable for VoIP calls and video conferencing

Benefits

Comp & perks

100% Remote Work
Highly Competitive USD Pay
Paid Time Off
Work with Autonomy
Opportunities to work with top American companies on innovative, high-impact projects
Engagement activities and a culture supporting well-being and work-life balance
Collaboration with a diverse, global network across 25+ countries
Collaboration with senior, seasoned professionals