Help Desk Analyst – Hybrid (Santiago)

About the role

We are looking for a proactive Help Desk Analyst to join our hybrid team in Santiago. Under general supervision, you will manage incidents and service requests, ensuring users receive the right equipment, system access, and timely support.

Key responsibilities

• Provide first‑ and second‑tier technical support for PC hardware, operating systems, and approved software applications.
• Handle escalated Tier I tickets, perform callbacks, and follow up until resolution or proper hand‑off.
• Process hardware and software provisioning for new users, upgrades, and mobile device support.
• Utilize incident, problem, and asset management tools, knowledge‑base resources, and remote‑control utilities.
• Identify incident trends, generate reports, and contribute to continuous‑improvement initiatives.
• Maintain documentation of system configurations, service records, and ticket details.
• Support information‑security controls and collaborate with the IT Security team on policy implementation.

Required profile

• Strong analytical mindset with a focus on timely problem resolution.
• Excellent communication skills for interacting with users and cross‑functional teams.
• Ability to work independently and as part of a hybrid team.

Required skills

• Hardware troubleshooting
• Operating system support (Windows/macOS)
• Incident and request management tools
• Mobile device support

What we offer

• Hybrid work environment with a structured schedule (08:00‑17:00).
• Opportunities for professional growth within a global IT organization.
• Collaborative team culture focused on continuous improvement.