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-timeRemoteJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing customer-focused technical support, including remote troubleshooting of hardware and software issues, while maintaining high standards of professionalism and documentation. Proficient in managing support tickets and meeting service desk KPIs in a fully remote environment.

Highest-signal resume keywords

Technical Support ExperienceRemote TroubleshootingBilingual in English and SpanishTicket Documentation SkillsCustomer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportRemote TroubleshootingTicket ManagementHardware SupportSoftware SupportOperating Systems KnowledgePeripherals SupportPassword ResetsAccount Access SupportSOP Compliance

Soft Skills

ProfessionalismCustomer FocusProblem SolvingCommunication SkillsAbility to Work Under Pressure

Tools & Technologies

VoIPVideo ConferencingHelp Desk SoftwareTicketing SystemsRemote Access Tools

Industry Keywords

IT Service DeskHelp DeskTechnical Support RoleFully Remote EnvironmentKPI ManagementSLA Compliance

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 technical 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
Work with Top American Companies
Engagement activities
Work-life balance support
Collaboration with a diverse, global network
Opportunities to expand professional network
Work alongside senior, seasoned professionals