Service Desk Analyst

Are you looking for new challenges and a place where you can enjoy a close-knit environment while constantly learning?

Welcome to a team with a clear purpose: TRANSFORM people's lives by being the most reliable TECHNOLOGICAL ally

What will you find in this career opportunity?

*Technical and personal challenges to keep you growing and engaged.
*A connected and global team, focused on your professional development and wellbeing.
*A culture of continuous improvement, fresh and collaborative, with opportunities for learning and supportive colleagues.
*KaizenHub: A programme designed to boost your talent, with feedback, mentoring and coaching through Sofka U. It's a challenge and a game at the same time *Programmes like Happy Kaizen and WeSofka to care for your physical and emotional health.

 What are we looking for?

We're looking for a Service Desk Analyst (Level 1 / 1.5) with experience in corporate environments, passionate about providing excellent technical support and ensuring operational continuity for users worldwide.

You will be providing first and second-level support, monitoring infrastructure, and collaborating closely with infrastructure, security and applications teams to resolve incidents efficiently.

This is your opportunity to be on the front line of technology operations, ensuring users can work seamlessly and the organization stays connected every day. 

 Responsibilities

-Provide Level 1 and 1.5 technical support, ensuring service quality and user satisfaction.

-Manage and resolve incidents, requests, and changes through Freshworks ITSM.

-Monitor and respond to alerts from infrastructure and monitoring tools (Azure Monitor, Freshservice Alerts, PRTG, etc.).

-Collaborate with infrastructure, security, and application teams to troubleshoot complex issues.

-Administer and support users in the Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive).

-Manage user access, passwords, groups, and roles in Active Directory / Azure AD.

-Handle device management and policies through Intune / Endpoint Manager.

-Support Windows 10/11 environments: system, network, drivers, and application troubleshooting.

-Execute basic PowerShell scripts for automation and diagnostics.

-Ensure continuous improvement of Service Desk processes, aligned with ITIL best practices (incident, problem, change, and request management).

Requirements

Experience & Knowledge:

*3+ years in Service Desk or IT Support roles (corporate environments preferred).

*Hands-on experience with Freshworks ITSM (ticketing, workflows, reports, automation).

*Familiarity with ITIL processes.

*Desirable: experience with other ITSM tools (ServiceNow, JIRA Service Management, etc.).

*Knowledge of basic networking (DNS, DHCP, VPN, connectivity).

*Basic diagnostics of hardware, printers, peripherals, and communications.

Technical Skills:

-Microsoft 365 Admin Center (users, licenses, groups).

-Active Directory / Azure AD.

-Exchange Online, Teams, SharePoint, OneDrive.

-Intune / Endpoint Manager.

-Windows 10/11 troubleshooting.

-PowerShell (basic).

-Monitoring tools: Azure Monitor, Freshservice Alerts, PRTG, etc.

Soft Skills:

*Strong service orientation and user empathy.

*Excellent communication skills in English (C1–C2 level) and Spanish.

*Analytical mindset and problem-solving ability.

*Proactive attitude and commitment to continuous improvement.

Working conditions

-Contract type: Permanent – we're looking for long-term growth together

-Career path: Access to a comprehensive learning ecosystem with resources to strengthen your skills and close knowledge gaps.

Why join Sofka?

Be part of a supportive community with a shared purpose and strong values.

Access continuous training, mentorship, and wellness programmes.

Advance your career with meaningful experiences and a flexible work model.

Ready for your next professional chapter?
Apply now and let's transform lives together

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