We are looking for a **Service Desk Coordinator** to manage inquiries and technical support 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. * Take 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 solutions. * Accurately record incidents in the ticketing system, documenting actions and outcomes. * Maintain up-to-date knowledge base and process documentation. * Determine correct assignment groups and transfer tickets in a timely manner. * Availability outside regular hours when required. **What we are looking for in you:** * University degree in IT or equivalent experience. * Proficiency in English and Spanish (mandatory). * 3 to 5 years of experience in help desks or Service Desk environments. * Exceptional customer service, communication, and teamwork skills. * Strong analytical and problem-solving abilities. * Knowledge of hardware, printers, scanners, and peripherals. * Experience with MS Office Suite, O365, Teams, SCCM, Windows 10 and 11\. * Familiarity with ticketing management systems (Freshservice is a plus). * Flexible schedule to work any shift between 7:00 am and 10:00 pm from Monday to Friday. Job type: Full-time Salary: $22,000\.00 per month Benefits: * Flexible hours * Grocery vouchers Application question(s): * Can you have a conversation with American people to provide support? Language: * English (Required) Work location: On-site job