Maxana

IT Service Desk Analyst

Maxana

full-time

Posted on:

Location Type: Remote

Location: Colombia

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Job Level

Junior

Tech Stack

AzureITSM

About the role

  • Serve as the first point of contact for IT incidents and service requests through multiple communication channels, ensuring timely and professional resolution.
  • Diagnose and troubleshoot technical issues, escalating to specialized teams or external vendors when necessary.
  • Support and maintain Microsoft Virtual technologies such as **Azure Virtual Desktop (AVD)**, **Nerdio**, and **FSLogix**.
  • Accurately record all issues, actions taken, and resolutions in the IT service management system.
  • Contribute updates and improvements to the internal **knowledge base** to enhance support efficiency.
  • Adhere to **ITIL-aligned** processes and standard operating procedures.
  • Assist with various operational tasks related to infrastructure, product development, and information security.
  • Manage workloads efficiently, maintaining accuracy and a strong customer-service focus.
  • Stay informed on emerging IT tools, platforms, and best practices relevant to the role.
  • Perform additional duties as assigned.

Requirements

  • Minimum **1 year of customer service experience** (IT support environment preferred).
  • **ITIL knowledge strongly desired**
  • **B2 English level or above**
  • Hands-on experience with **Microsoft Virtual technologies**—including **AVD, Nerdio, and FSLogix**—is **required**.
  • Working knowledge of **PC hardware**, **operating systems**, and **common software applications**.
  • Excellent communication skills with the ability to explain technical concepts to non-technical audiences in both written and verbal form.
  • Proficiency with **Microsoft Office Suite** and corporate email platforms.
  • Strong organizational, troubleshooting, and time-management skills.
  • Positive, customer-centric attitude with the ability to handle a variety of client interactions effectively.
  • Adaptable team player with a proactive approach to problem-solving and continuous improvement.
Benefits
  • Fully Remote Work
  • Competitive Pay
  • Working for an industry leading, tech forward company
  • Training & Development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingcustomer serviceMicrosoft Virtual technologiesAzure Virtual DesktopNerdioFSLogixPC hardwareoperating systemscommon software applicationsMicrosoft Office Suite
Soft Skills
communication skillsorganizational skillstroubleshooting skillstime-management skillscustomer-centric attitudeadaptabilityteam playerproblem-solvingcontinuous improvement
Certifications
ITIL knowledge