Junior Service Desk Analyst (Bilingual) - Uruguay

✨ Are you looking for new challenges and a place where you can enjoy a close-knit environment while constantly learning?Welcome to a team with a clear purpose: TRANSFORM people’s lives by being the most reliable TECHNOLOGICAL ally! 🚀Get ready and join this adventure! What will you find in this career opportunity? Technical and personal challenges to keep you growing and engaged.A connected team, focused on your physical and mental wellbeing.A culture of continuous improvement, fresh and collaborative, with opportunities for learning and supportive colleagues.KaizenHub: A programme designed to boost your talent, with feedback, mentoring and coaching through Sofka U. It’s a challenge and a game at the same time! 🧠Programmes like Happy Kaizen and WeSofka to care for your physical and emotional health.What are we looking for?We’re looking for a Service Desk Analyst (Level 1 / 1.5) with experience in corporate environments, passionate about delivering high-quality technical support and ensuring operational continuity for users across the organization.In this role, you will handle first and second-level support, manage incidents through Freshworks ITSM, and collaborate with infrastructure, security and applications teams to resolve issues efficiently. You will also work within the Microsoft 365 ecosystem, ensuring that users stay connected and productive every day.We highly value an advanced level of English, strong communication skills, teamwork, and the willingness to learn and upskill continuously.ResponsibilitiesProvide Level 1 / 1.5 technical support ensuring service quality and user satisfaction.Manage incidents, requests and changes through Freshworks ITSM.Monitor and respond to alerts from tools such as Azure Monitor, Freshservice Alerts, PRTG, among others.Collaborate with infrastructure, security and application teams to troubleshoot complex issues.Administer and support users in the Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive).Manage user access, passwords, groups and roles in Active Directory / Azure AD.Handle device management, enrollment and policies through Intune / Endpoint Manager.Support Windows 10/11 environments: system, network, drivers and application troubleshooting.Execute basic PowerShell scripts for automation and diagnostics.Contribute to the continuous improvement of Service Desk processes aligned with ITIL best practices.RequirementsTechnical KnowledgeITSM & ToolsExperience working with Freshworks ITSM (ticketing, workflows, automation, reporting).Understanding of ITIL processes: incident, problem, change and request management.Nice to have: Experience with other ITSM tools such as ServiceNow or JIRA Service Management.Microsoft EcosystemMicrosoft 365 Admin Center (users, groups, licenses).Active Directory / Azure AD (access, passwords, groups, roles).Exchange Online, Teams, SharePoint, OneDrive.Intune / Endpoint Manager (policies, device configuration, enrollment).Windows 10/11 troubleshooting.Basic PowerShell scripting.Basic InfrastructureGeneral networking fundamentals (DNS, DHCP, VPN, connectivity).Basic troubleshooting of hardware, printers, peripherals and communications.Experience with monitoring tools such as Azure Monitor, Freshservice Alerts, PRTG, etc.Soft SkillsStrong service orientation and user empathy.Advanced English communication skills (C1–C2 required).Analytical mindset and effective problem-solving abilities.Teamwork and multidisciplinary collaboration.Proactive attitude and willingness to learn and receive training when needed.Commitment to continuous improvement.We’d love to hear from you – apply now!Working conditionsContract type: Permanent – we’re looking for long-term growth together!Career path: Access to a comprehensive learning ecosystem with resources to strengthen your skills and close knowledge gaps.Why join Sofka? Be part of a supportive community with a shared purpose and strong values.Access continuous training, mentorship, and wellness programmes.Advance your career with meaningful experiences and a flexible work model.Ready for your next professional chapter? Apply now and let’s transform lives together!