IT Service Desk Analyst

Overview

Maxana is seeking a motivated Service Desk Analyst to deliver high-quality technical support and ensure smooth IT operations across our industry leading client's organization. Working closely with internal teams and end-users, you’ll handle incidents and service requests from start to finish—resolving, documenting, and escalating as needed to maintain service excellence.

Location: Remote (must reside in LATAM)
Employment Type: Full-Time, Permanent

Key Responsibilities

• 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 ($8-12/hour)
• Working for an industry leading, tech forward company
• PTO
• Training & Development