**Why SoftwareOne?
**
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future.
With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology.
At the heart of our business is our people.
We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs.
Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here.
Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.
**The role**
**Service Desk Analyst**
Do you enjoy solving technical issues and helping users get back to work quickly?
Do you feel comfortable working with tickets, prioritizing incidents, and providing remote support?
Are you motivated by delivering high-quality service and meeting operational metrics in a structured environment?
If so, this could be the role for you.
We are seeking a Service Desk Analyst to join our Service Desk team.
In this role, you will provide first-level technical support to users across different locations,



ensuring timely resolution of incidents and an excellent end-user experience within a Managed Operations model.
What you'll do-
- Register, classify, and prioritize tickets according to defined SLAs.
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- Escalate incidents to second-level support or specialized teams when required.
- Track, follow up, and close tickets ensuring proper communication with users.
- Document solutions and procedures in the knowledge base.
- Deliver remote support to users across multiple sites.
- Meet productivity and quality metrics defined by the Service Desk operation.
**What we need to see from you**Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
- Previous experience in remote technical support or Service Desk environments.
- Knowledge of ITSM tools (experience with Aranda is a plus).
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- Strong communication skills and customer-oriented mindset.
- Availability to work in rotating shifts.
Why join our team?
At SoftwareOne, you become part of a integral organization that champions growth, innovation, and meaningful impact.
Your development and well-being truly matter.
These key benefits reflect what sets us apart:
- Comprehensive health and well-being programs- Continuous learning and career development- Performance-based incentives- Flexible and hybrid work models
**Job Function**
Services

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