Service Desk Analyst – Global Services

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 • Dominican RepublicJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Desk support, including remote troubleshooting for hardware and software issues, while providing exceptional customer service in both English and Spanish. Maintains thorough documentation and meets service desk KPIs and SLAs in a remote work environment.

Highest-signal resume keywords

IT Service Desk ExperienceRemote TroubleshootingCustomer Service SkillsBilingual in English and SpanishTicket Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportRemote TroubleshootingHardware KnowledgeSoftware KnowledgeOperating SystemsPeripherals SupportTicketing SystemsSOP ComplianceKPI AchievementSLA Adherence

Soft Skills

Customer-Focused SupportProfessionalism Under PressureEffective CommunicationProblem-SolvingTime Management

Tools & Technologies

VoIPVideo ConferencingHelp Desk SoftwareRemote Desktop ToolsTicketing Systems

Industry Keywords

Technical Support RoleHelp DeskIT Service DeskRemote WorkCustomer Service

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 issues to higher-tier engineering teams with comprehensive documentation and troubleshooting notes
Provide customer-focused support while maintaining professionalism under pressure
Meet individual and team KPIs, service desk SLAs, and quality standards in a fast-paced remote setting

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 of remote troubleshooting for 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
Currently based in Latin America

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 focused on well-being and work-life balance
Collaboration with a diverse, global network
Work alongside senior, seasoned professionals