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IT Service Desk Analyst at Maxana. Overview. Maxana is seeking a motivated . Service Desk Analyst. to deliver high-quality technical support and ensure smooth IT operations across our industry leading client's organization. Working closely with internal teams and end-users, you’ll handle incidents and service requests from start to finish—resolving, documenting, and escalating as needed to maintain service excellence.. Location:. Remote (must reside in LATAM). Employment Type:. Full-Time, Permanent . Key Responsibilities. . Serve as the first point of contact for IT incidents and service requests through multiple communication channels, ensuring timely and professional resolution. . Diagnose and troubleshoot technical issues, escalating to specialized teams or external vendors when necessary. . Support and maintain Microsoft Virtual technologies such as . Azure Virtual Desktop (AVD). , . Nerdio. , and . FSLogix. . . Accurately record all issues, actions taken, and resolutions in the IT service management system. . Contribute updates and improvements to the internal . knowledge base. to enhance support efficiency. . Adhere to . ITIL-aligned. processes and standard operating procedures. . Assist with various operational tasks related to infrastructure, product development, and information security. . Manage workloads efficiently, maintaining accuracy and a strong customer-service focus. . Stay informed on emerging IT tools, platforms, and best practices relevant to the role. . Perform additional duties as assigned. . Minimum . 1 year of customer service experience. (IT support environment preferred). . . ITIL knowledge strongly desired. B2 English level or above. Hands-on experience with . Microsoft Virtual technologies. —including . AVD, Nerdio, and FSLogix. —is . required. . . Working knowledge of . PC hardware. , . operating systems. , and . common software applications. . . Excellent communication skills with the ability to explain technical concepts to non-technical audiences in both written and verbal form. . Proficiency with . Microsoft Office Suite. and corporate email platforms. . Strong organizational, troubleshooting, and time-management skills. . Positive, customer-centric attitude with the ability to handle a variety of client interactions effectively. . Adaptable team player with a proactive approach to problem-solving and continuous improvement.. . Company Location: Brazil.