Service Desk Analyst – Onsite (Santiago, DR)

About the role

We are looking for a Service Desk Analyst to join our Enterprise Service Desk in Santiago, Dominican Republic. The analyst will be the first point of contact for users, delivering level‑one remote support for hardware, software and account issues.

Key responsibilities

• Answer incoming calls, chats and emails in a professional manner following standard operating procedures.
• Perform remote analysis, diagnosis and resolution of Tier 1 incidents on desktops, laptops, mobile devices and printers.
• Create, update and close ITSM tickets, escalating when necessary.
• Provide basic account administration in Active Directory and support Office 365 access.
• Follow security policies and maintain knowledge of business continuity and disaster‑recovery procedures.

Required profile

• Advanced English proficiency.
• Associate’s degree or equivalent experience.
• 2‑3 years of help‑desk experience supporting hardware and software.
• Ability to learn mortgage origination and servicing processes.
• Strong communication, problem‑solving and customer‑service orientation.

Required skills

• Windows 10 operating system.
• Office 365 suite.
• Active Directory administration.
• ITSM ticketing systems.
• Automatic Call Distribution (ACD) systems.
• InContact Contact Center (preferred).
• ITIL or HDI certification (a plus).