We are looking for a **Service Desk Coordinator** to manage technical support inquiries and requests at a help desk. You will be responsible for analyzing, diagnosing, and resolving technical incidents, ensuring high-quality service to end users. **What you will do in this role:** * Respond promptly to inquiries and requests via phone calls and ticketing system. * Maintain ownership of issues and requests until resolution within established SLAs. * Diagnose, test, and resolve basic to moderate-level incidents at the service desk. * Provide technical assistance and remote support for applications, software, and peripherals. * Escalate complex issues to appropriate teams and coordinate resolutions. * Accurately log incidents in the ticketing system, documenting actions and outcomes. * Keep the knowledge base and process documentation up to date. * Determine correct assignment groups and transfer tickets promptly. * Availability for after-hours work if required. **What we are looking for in you:** * University degree in IT or equivalent experience. * Proficiency in English and Spanish (mandatory). * 3–5 years of experience in help desks or Service Desks. * Exceptional customer service, communication, and teamwork skills. * Strong analytical and problem-solving skills. * Knowledge of hardware, printers, scanners, and peripherals. * Experience with MS Office Suite, O365, Teams, SCCM, Windows 10 and 11. * Experience with ticketing systems (Freshservice is a plus). * Flexible schedule for any shift between 7:00 am and 10:00 pm, Monday through Friday. Employment type: Full-time Salary: $22,000.00 per month Benefits: * Flexible schedules * Grocery vouchers Application question(s): * Can you have conversations with Americans to provide support? Language: * English (Mandatory) Work location: On-site employment