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LATAM / Colombia / Brazil / Mexico / Peru · Fully Remote

Service Desk Analyst

  • Description

    This role is accountable for providing 1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop applications. In this role, you will ensure timely response and resolution to incidents and provide How To support.

    Responsibilities

    Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone, self-service, and email along with resolution/root cause within service target timelines

    Responsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution

    Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk

    Maintains an understanding of standard applications supported by the End User Services team

    Requirements

    • Advanced English  

    • Fluent French

    • 3+ years of equivalent work experience in technical support or a people management role

    • Experience with end-user technologies, including: Desktops, laptops, and mobile devices, Meeting room technology

    • Operating systems: Windows, MacOS, iOS

    • Office 365 products: Teams, OneDrive, SharePoint, Teams Voice

    • MCP WIN 10 certification

    • Azure experience

    • Understanding of ITIL processes and call tracking systems (e.g., ServiceNow)

    • Highly proficient in verbal and written communication, with the ability to interact with all levels of the organization

    • Service Desk Team: After-hours On-Call support from 7 PM to 7 AM

Benefits

  • Fully remote work arrangement as a contractor

  • Competitive salary in USD

  • PTO days per year

  • 100% company-covered international certifications

  • Access to coworking spaces

  • English classes

  • Engaging team-building activities

  • Personalized gifts

  • Welcome kit

  • Referral program

Locations
LATAM / Colombia / Brazil / Mexico / Peru
Remote status
Fully Remote
LATAM / Colombia / Brazil / Mexico / Peru · Fully Remote

Service Desk Analyst

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