Analista de Service Desk – Soporte IT

About the role

SONDA is looking for a Service Desk Analyst to join its IT Services team in Montevideo. You will provide first‑line support to internal and external users, ensuring issues are resolved quickly and service levels are met.

Key responsibilities

• Deliver support via phone, email and on‑site to internal and external customers.
• Log, categorize, prioritize and track incidents and service requests using the Service Desk tool.
• Monitor SLA compliance and follow up on open tickets.
• Escalate complex incidents to specialized technical teams when needed.
• Prepare activity reports, service‑level indicators and maintain up‑to‑date documentation.
• Identify and propose continuous‑improvement opportunities for Service Desk processes.
• Assist with administrative tasks related to Service Management.

Required profile

• Completed secondary education with no pending subjects and proper documentation.
• Previous experience in Service Desk, Help Desk, technical support or user assistance is valued.
• Strong communication skills and a customer‑oriented attitude.
• Good organizational and problem‑solving abilities.
• Availability to work a hybrid schedule (3 days onsite, 2 days remote) in Montevideo.

Required skills

What we offer

• Flexible hybrid work model.
• Professional development through SONDA Academy.
• Collaborative, diverse and innovative environment.
• Wellness program supporting physical, mental and social health.
• Additional benefits and growth opportunities.