Service Desk Analyst (Remote Mexico) - Global Services

At Truelogic we are a leading provider of nearshore staff augmentation services headquartered in New York. For over two decades, we’ve been delivering top-tier technology solutions to companies of all sizes, from innovative startups to industry leaders, helping them achieve their digital transformation goals.

Our team of 600+ highly skilled tech professionals, based in Latin America, drives digital disruption by partnering with U.S. companies on their most impactful projects. Whether collaborating with Fortune 500 giants or scaling startups, we deliver results that make a difference.

By applying for this position, you’re taking the first step in joining a dynamic team that values your expertise and aspirations. We aim to align your skills with opportunities that foster exceptional career growth and success while contributing to transformative projects that shape the future.

Our client is a global services firm with over 9,000 associates worldwide and a yearly revenue exceeding $1.3 billion. With over 40 years of experience, they excel at connecting talent with technology to empower their clients, colleagues, and communities. As a privately held company, they have the flexibility to prioritize long-term success. They deliver customized solutions across public and commercial sectors and are recognized pioneers in integrating neurodiversity into the enterprise.

The client is looking for a customer-service-oriented Service Desk Analyst to provide technical support to users. This role involves delivering efficient and accurate support via phone, email, or chat, applying strong technical knowledge and exceptional customer service skills to diagnose and resolve technical issues, ensuring high customer satisfaction.

Responsibilities

• Remote Omnichannel Technical Support: Diagnose and resolve technical issues involving laptops, desktops, mobile devices, printers, and client applications via phone, email, and chat.

• First-Contact Resolution: Deliver prompt L1 support for everyday IT requests, including password resets, account access, and user "how-to" questions.

• Ticket Lifecycle Management: Accurately log, prioritize (by impact and urgency), track, and close support tickets adhering to established standard operating procedures (SOPs).

• Detailed Ticket Escalation: Route complex or unresolved technical issues to higher-tier engineering teams with clear, comprehensive documentation and troubleshooting notes.

• Customer Service & Empathy: Provide exceptional, customer-focused support to ensure high user satisfaction while maintaining professionalism under pressure.

• Performance & SLA Adherence: Consistently meet and exceed individual and team KPIs, service desk SLAs, and quality standards in a fast-paced remote setting.

Qualifications and Job Requirements

• Relevant Experience: Minimum 1 year of experience in an IT Service Desk, Help Desk, or technical support role within a fully remote environment.

• Customer Service Background: At least 1 year of professional customer service experience, with a proven ability to handle user inquiries with empathy and patience.

• Bilingual Proficiency: Fully fluent/advanced in both English and Spanish (written and spoken) to assist diverse users across regions.

• Technical & Troubleshooting Skills: Solid practical knowledge in remote troubleshooting (hardware, peripherals, OS, and software) and thorough ticket documentation.

• Remote Work Readiness: A dedicated, distraction-free home office setup with a reliable, high-speed internet connection suitable for VoIP calls and video conferencing.

What We Offer

• 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection.

• Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.

• Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.

• Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.

• Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.

Why You’ll Like Working Here

• A Culture That Values You: We prioritize well-being and work-life balance, offering engagement activities and fostering dynamic teams to ensure you thrive both personally and professionally.

• Diverse, Global Network: Connect with over 600 professionals in 25+ countries, expand your network, and collaborate with a multicultural team from Latin America.

• Team Up with Skilled Professionals: Join forces with senior talent. All of our team members are seasoned experts, ensuring you're working with the best in your field.

Apply now!