Help Desk - INTL Colombia

Job Description A Phoenix-based client is seeking a fully remote Senior Help Desk / Service Desk Analyst with 5+ years of experience to serve as the frontline support resource for a large enterprise environment. This role will handle high-volume inbound requests via phone, email, and chat, supporting users across the entire organization—including corporate teams, retail store locations (POS environments), and distribution centers. The analyst will be responsible for logging, updating, and managing incidents and service requests in a ticketing system (preferably ServiceNow) while ensuring accuracy, timeliness, proper categorization, and clear communication throughout the ticket lifecycle. Daily responsibilities include diagnosing and resolving common IT issues remotely such as software installations/uninstalls, patching, upgrades/downgrades, access and connectivity troubleshooting, hardware and peripheral support, and coordinating replacements or repairs when needed. The ideal candidate has strong experience supporting retail store technology, can confidently troubleshoot POS-related issues, and brings a customer-first mindset with exceptional professionalism and phone presence. This is a growth-oriented opportunity to join a collaborative Service Desk team and contribute to a stable, enterprise support environment. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io. Skills and Requirements 5+ years of recent Help Desk / Service Desk experience supporting users remotely (phone/email/chat) in a high-volume environment Experience supporting a large enterprise user base (internal employees and/or external users) with strong escalation judgment Strong troubleshooting across PC hardware, Windows/software, and peripherals (printers, scanners, monitors, docking stations, etc.) Hands‑on experience supporting retail POS environments (store technology support and common POS‑related issues) Proficiency with ticketing systems (ServiceNow preferred): accurate documentation, prioritization, SLA awareness, and escalation practices Strong working knowledge of Microsoft 365 tools, especially Microsoft Teams Experience with softphone/VoIP tools (Cisco Jabber or similar) for call handling and user support Excellent communication, customer service, and professional phone etiquette (critical to success in this role) Proven ability to multitask, triage, and resolve issues quickly while maintaining quality and professionalism Experience supporting corporate retail Help Desks for stand‑alone retail stores Experience supporting UKG (Ultimate Kronos Group) implementations, modules, or UKG‑related ticketing Previous exposure to retail operations, store technology, or field support Bilingual in Spanish #J-18808-Ljbffr Insight Global