Service Desk Analyst

Vintti specializes in providing US companies with a financial edge through smart staffing solutions. We bridge the gap between American businesses and Latin American talent, offering access to a vast pool of skilled professionals at competitive rates. This approach enables our clients to scale their operations more efficiently, reduce hiring costs, and invest in growth opportunities without compromising on quality.

A Service Desk Analyst plays a crucial role in an organization's IT department by serving as the first point of contact for employees experiencing technical issues. Their core responsibilities include troubleshooting hardware and software problems, managing user accounts, and providing timely and efficient support to ensure minimal disruption to business operations. They utilize various tools and applications to resolve issues promptly and escalate complex problems to higher-level support when necessary. This role demands strong communication skills, a problem-solving mindset, and a keen understanding of IT systems and processes to maintain optimal workflow and productivity.

- Proven experience as a Service Desk Analyst or in a similar IT support role.
- Strong knowledge of computer hardware, software, and networking concepts.
- Proficiency in using ticketing systems to manage and track incidents and service requests.
- Familiarity with remote desktop applications and help desk software.
- Excellent troubleshooting and problem-solving skills.
- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Customer-oriented mindset with strong patience and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Solid understanding of operating systems, including Windows and macOS.
- Knowledge of common business software applications, such as Microsoft Office Suite and email clients.
- Experience with antivirus and security software.
- Prior experience in user account management within Active Directory.
- Basic knowledge of ITIL or other IT service management frameworks.
- Willingness to learn new technologies and continuously improve skill sets.
- Strong organizational skills, with the ability to handle multiple tasks and prioritize effectively.
- Availability to work flexible hours, including evenings, weekends, or on-call as needed.
- Technical certifications (such as CompTIA A+, Network+, ITIL Foundation) are a plus.
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

- Respond to customer inquiries and service requests promptly.
- Troubleshoot and resolve hardware, software, and network connectivity issues.
- Document and track all incidents and service requests accurately.
- Escalate unresolved issues per established procedures.
- Follow up with customers to ensure issue resolution and satisfaction.
- Provide support for operating system and application installations and updates.
- Assist in the setup, maintenance, and troubleshooting of computer workstations and peripheral devices.
- Perform routine system maintenance such as software patching and virus scanning.
- Create and maintain user accounts and permissions.
- Deliver training and user support for new technologies and systems.
- Monitor and manage IT assets and inventory.
- Participate in team meetings and contribute to the development of support processes.
- Analyze trends in support requests to improve troubleshooting and service efficiency.
- Collaborate with IT team members to ensure seamless service delivery.
- Maintain current knowledge of technology and IT service management best practices.

The ideal candidate for the role of Service Desk Analyst will possess a robust combination of technical expertise and exceptional interpersonal skills. With proven experience in a similar IT support role, they will demonstrate strong knowledge of computer hardware, software, networking concepts, and operating systems, including Windows and macOS. Proficiency in using ticketing systems, remote desktop applications, and help desk software is essential. This candidate will have a well-honed ability to troubleshoot and resolve issues efficiently, paired with excellent communication skills to articulate technical concepts to non-technical users effectively. A customer-oriented mindset, marked by patience, empathy, and a commitment to ensuring user satisfaction, is critical. They will excel in both independent and team settings, showcasing strong organizational and multitasking skills that enable them to prioritize effectively in a fast-paced environment. Certifications such as CompTIA A+, Network+, or ITIL Foundation, along with a Bachelor’s degree in Computer Science or a related field, will be highly regarded. This candidate will be proactive, self-motivated, and adaptable to changing environments, with a continuous improvement ethos. Their ability to remain calm under pressure, coupled with high integrity, professionalism, and reliability, will set them apart. Furthermore, their strong technical aptitude, coupled with a demonstrated curiosity and willingness to learn new technologies, will ensure they remain at the forefront of IT service management best practices.

- Respond to customer inquiries and service requests via phone, email, or ticketing system.
- Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.
- Document and track all incidents and service requests, ensuring detailed records are maintained.
- Escalate unresolved issues to the appropriate IT teams or next level of support according to established procedures.
- Follow up with customers to ensure issues are resolved and satisfaction is achieved.
- Provide support and guidance for operating system and application installations, updates, and configurations.
- Assist in the setup, maintenance, and troubleshooting of computer workstations, printers, and other peripheral devices.
- Perform routine system maintenance and updates, such as software patching and virus scanning.
- Create and maintain user accounts and permissions, ensuring compliance with company policies.
- Deliver training and user support for new technologies and systems being implemented.
- Monitor and manage IT assets and inventory, updating records as necessary.
- Participate in team meetings and contribute to the development of support processes and procedures.
- Analyze and identify trends in support requests to improve future troubleshooting and service efficiency.
- Collaborate with other IT team members to ensure seamless service and issue resolution.
- Maintain knowledge of current technology and IT service management best practices through ongoing learning and development.

- Exceptional analytical and problem-solving abilities
- Strong customer service orientation and empathy
- Excellent communication skills
- High attention to detail
- Demonstrated ability to manage time effectively
- Proactive and self-motivated attitude
- Strong teamwork and collaboration skills
- Adaptability to fast-paced and changing environments
- Ability to remain calm under pressure
- Curiosity and willingness to learn
- Strong organizational skills
- Commitment to continuous improvement
- Ability to explain technical concepts clearly
- High level of integrity and professionalism
- Strong technical aptitude
- Reliability and punctuality

- Competitive salary range commensurate with experience
- Comprehensive health, dental, and vision insurance
- Flexible work hours and remote work opportunities
- Generous paid time off (PTO) and holidays
- Retirement savings plan with company match
- Professional development and training programs
- Tuition reimbursement for continued education
- Employee wellness programs, including mental health support
- Company-sponsored social events and team-building activities
- Opportunity for career advancement and internal promotions
- Life and disability insurance coverage
- On-site gym and fitness club membership discounts
- Subsidized meals or meal vouchers
- Employee referral bonus program
- Access to the latest technology and tools
- Collaborative and inclusive work environment
- Recognition and reward programs for outstanding performance
- Paid parental leave and family bonding time
- Transportation and commuting benefits