Service Desk Analyst

The Service Desk Analyst will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.

Your tasks will include:

• Investigate, prioritize, resolve, and escalate incoming Service Desk tickets.
• Monitor Service Level Agreement (SLA) compliance within the team.
• Ensure timely resolution or escalation of technical issues.
• Provide IT support for hardware and software, including remote assistance.
• Perform user account administration across multiple systems.
• Collaborate as a member of an international team.
• Review and update the Service Desk knowledge base with accurate processes and procedures.

What we expect from you:

• At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment.
• Proficiency in English, both written and spoken. 
• Strong multitasking skills with the ability to handle real-time support issues.
• A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently.
• Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks.
• Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload.
• In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS.
• Strong expertise in MS Office products.
• Be able to learn a new product or technology via lab time, self-training, and technical support resources.

Will be an advantage:

• Ability to work with users of any level of technical knowledge.
• Knowledge of networking technologies (TCP/IP, DNS, DHCP).
• ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications.
• Experience with incident monitoring and management systems.
• Scripting and automation skills using tools like PowerShell.

What we offer:

• Medical, dental, and vision through INS. Premium cost for employee and dependent coverage is fully funded by Veeam
• Life insurance and disability coverage
• Two weeks paid time off along with company paid holidays
• Veeam Care Days – additional 24 hours for your volunteering activities
• Cafeteria subsidy
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: This is an on-site role, (4 days a week in the office), located in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica Veeam reserves the right to decline the application for the position. Applications must be in English.

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