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 • ColombiaJuniorWebsite

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, ticket documentation, and maintaining service desk standards in a fast-paced 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 Issue DiagnosisRemote TroubleshootingOperating Systems KnowledgeSoftware SupportHardware Support

Soft Skills

Customer-Service-OrientedEmpathyPatienceProfessionalism Under Pressure

Tools & Technologies

VoIPVideo Conferencing

Industry Keywords

Help DeskTechnical SupportSOPsKPISLA

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 exceptional customer-focused support while maintaining professionalism under pressure
Meet and exceed 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 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
Ability to diagnose and resolve technical issues
Customer-service-oriented approach with empathy and patience

Benefits

Comp & perks

100% Remote Work
Highly Competitive USD Pay
Paid Time Off
Work with Autonomy
Work with Top American Companies
Engagement activities
Work-life balance support
Access to a diverse global professional network
Collaboration with senior and skilled professionals