Remote Service Desk Analyst

Job Summary

Fluent in Portuguese and Spanish, the part-time Remote Service Desk Analyst will provide Level 1 IT support to customers through phone and remote access, troubleshoot technical issues, and manage incident documentation using an IT Service Management tool.

Key responsibilities

• Provide day-to-day support for end-user devices, including desktops, laptops, and mobile devices
• Coordinate and transition incidents to escalation teams or customers as necessary
• Log, track, and manage incidents and service requests in the ITSM tool

Required qualifications

• Fluency in Portuguese and Spanish
• Prior experience or training in workstation support, VPNs, and remote desktop tools
• Experience troubleshooting Windows-based desktops and mobile devices
• Working knowledge of the Microsoft Office suite
• Solid understanding of internet and network fundamentals