Associate, Global Service Desk

Job description

Job Title: Associate, Global Service Desk Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. Position Summary Technical 1, Global Service Desk – IT As a Technical 1, Global Service Desk professional, you will play a critical role in supporting our global work-at-home teams by delivering timely, high-quality technical assistance across multiple systems and channels. This role is ideal for a service-driven IT professional with strong Mac OS expertise, a passion for problem-solving, and the ability to thrive in a fast-paced, high-performance environment. Location: Managua, Nicaragua. What you will do in this roleIn everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet. Interact with global remote work-at-home analysts through phone, email, instant messaging, and other channels to understand, troubleshoot, diagnose, and resolve IT issues across multiple systems. Log and manage tickets for every interaction with clear, concise, and near real-time documentation of actions taken. Deliver a high standard of support while maintaining a strong customer experience, including a CSAT target of 98/10 based on user feedback. Meet individual Service Level Objectives of at least 90% across all tickets, regardless of severity, while maintaining a maximum re-open rate of 10%. Ensure all incidents are properly closed with accurate resolution details, including root cause and relevance to related tickets where applicable. Prepare and submit end-of-shift reports for tickets requiring follow-through across shifts to support seamless handoffs. Analyze ticket trends to identify recurring incidents and issues, helping drive root cause identification and global mitigation efforts. Support continued service improvement initiatives focused on reducing monthly ticket volumes per Technical Support Analyst. Keep technical knowledge base articles and related documentation current, accurate, and useful. Coordinate with internal teams to address incidents effectively, document actions thoroughly, and escalate issues appropriately when needed. Help identify outages and service disruptions that may impact the business. Your qualificationsWe embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Concentrix is a great match if you: Hold a Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Science, Information Technology, or a related field. Have at least 5 years of related experience in technical support. Bring comprehensive hands-on experience with Mac OS. Demonstrate excellent written and verbal communication skills. Have experience working in a high-performance environment with varying workloads and levels of complexity. Can strictly follow established best practices in daily work while maintaining strong attention to detail. Are effective in basic systems problem resolution through strong interface, communication, and troubleshooting skills. Are proficient in Microsoft Office applications and communication tools such as email clients and corporate instant messaging platforms. Are well-organized, highly efficient, and comfortable working in a dynamic, multi-task-oriented environment. Show initiative, accountability, and the ability to move work forward with minimal supervision. Bring strong ownership, passion for quality, and leadership capability in accomplishing challenging goals. It will be a plus if you: Have experience working in a Shared Service Environment. Have experience in Service Management. Have ITIL on-the-job exposure or certification. #LI-Remote #ServiceDesk #Managua Location: NIC Rotonda Universitaria Language Requirements: Time Type: Full time2026-08-31