IT Service Desk Analyst - AVD and Nerdio Manager (LATAM)

IT Service Desk Analyst - AVD and Nerdio Manager

Remote · Contractor

Compesation: 1,700 USD / monthly (invoice need to be provided)

Position Overview

Under direct supervision, the Service Desk Analyst, delivers end-to-end support in line with established IT service level agreements, ensuring incidents are analyzed, resolved, and reported within committed time frames.

Key Responsibilities

• Act as primary point of contact for incident response and service request fulfilment across multiple communication channels
• Troubleshoot issues to resolution, escalating to internal teams or vendors where required
• Support Microsoft virtual technologies, including Azure Virtual Desktop (AVD), Nerdio, and FSLogix
• Document issues, troubleshooting steps, and resolutions in the incident management system, and contribute to the knowledge base
• Follow established ITIL processes and procedures
• Perform operational tasks across infrastructure, product development, and information security

Required Qualifications

• Minimum one year of customer service experience
• Hands-on experience with AVD, Nerdio (mandatory), and FSLogix
• Working knowledge of PC hardware, operating systems, and standard desktop software, including Microsoft Office
• Ability to communicate technical concepts clearly to non-technical audiences, both verbally and in writing
• Capable of working independently and within a team, with strong organizational and problem-solving skills

Educational Requirements

• Associate degree in Computer Science, Information Technology, or a related technical field, or equivalent professional experience
• ITIL knowledge strongly preferred