Urgent: Service Desk Analyst (Full Onsite - Green Hills, San Juan)

Join our IT support team as a Service Desk Analyst (Voice), providing first-level technical support to employees and clients via phone. You will diagnose and resolve hardware, software, network, and Microsoft 365-related issues while delivering excellent customer service and ensuring timely ticket resolution.

Key Responsibilities:

• Handle inbound support calls and troubleshoot technical issues.
• Provide L1 support for Windows/macOS, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Manage and document incidents using ticketing tools such as ServiceNow, Jira, or Zendesk.
• Resolve user issues on first contact whenever possible and escalate complex cases when needed.
• Follow up on open tickets and ensure SLA compliance.
• Communicate technical solutions clearly to non-technical users.

Qualifications:

• 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Call Center environment.
• Experience supporting Windows, macOS, Microsoft 365, Active Directory, and VPN connectivity.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, etc.).
• Basic knowledge of networking concepts (TCP/IP, DNS, Wi-Fi, VPN).
• Strong communication, troubleshooting, and customer service skills.

Nice-to-Have Certifications:

• ITIL 4 Foundation
• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate

Work Setup:

• 24/7 rotating shifts, including nights, weekends, and holidays.
• High-volume voice support environment.