Maxana

IT Service Desk Analyst

Maxana

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇴 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
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