Service Desk Analyst (Santo Domingo) - Global Services

Santo Domingo · Remotecontract

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Remote

entry

H1B: no

Truelogic Service Desk Analyst at Truelogic providing remote omnichannel technical support to users via phone, email, and chat. Responsible for diagnosing and resolving technical issues and managing support tickets to ensure 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.

Qualification

Relevant ExperienceCustomer Service BackgroundBilingual ProficiencyTechnical & Troubleshooting SkillsRemote Work Readiness

Required

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.

Company

Truelogic

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Source: ashby

Active within the past hour

Remote-friendly

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Technical supportLaptopsDesktopsMobile devicesPrintersClient applications

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