The Service Desk Analyst plays a key role in maintaining consistent IT operations by providing responsive first-line and second-line support to internal users. You will act as the primary contact for technical inquiries, troubleshooting issues across hardware, software, and network systems using clear communication and structured problem-solving methods.
Key Responsibilities
- Address user-reported incidents and service requests through phone, email, and chat channels
- Log, track, and manage tickets in the service management platform, ensuring accurate categorization and prioritization
- Diagnose and resolve technical problems efficiently, escalating complex cases when necessary
- Perform routine system maintenance, software deployments, and configuration tasks using tools like Microsoft InTune
- Support Microsoft 365 and Azure AD environments, ensuring seamless access and functionality
- Follow ITIL-aligned processes for incident and problem resolution, contributing to continuous service improvement
- Document solutions and update knowledge base articles to improve team efficiency
- Maintain compliance with internal policies and regulatory standards through consistent procedures
- Engage with users professionally, confirming resolution and ensuring satisfaction
What We’re Looking For
- Fluency in both English and Spanish, with strong ability to explain technical concepts clearly
- Solid experience in IT support roles, including troubleshooting desktop, mobile, and network issues
- Familiarity with service desk tools such as Jira and Microsoft 365 administration
- Understanding of networking fundamentals and identity management in cloud environments
- Proven ability to manage multiple tasks in a high-velocity setting
- Detail-oriented mindset with a commitment to quality and accountability
Preferred Background
- Experience in online gaming, sports betting, or regulated digital environments
- Knowledge of compliance frameworks and data protection standards
- Understanding of betting systems, player platforms, or customer retention technologies
Work Environment
This is a hybrid position based in Barcelona, requiring regular in-office presence. The role supports a dynamic, innovative team that values initiative, resilience, and collaboration. Candidates must be comfortable with background checks related to financial and criminal history, as the position involves access to sensitive customer data. Verification of qualifications will be conducted confidentially.
