The IT Service Desk Analyst will provide first and second line technical support to internal/external staff. The successful candidate will require an aptitude for working with internal applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. -Coverage includes remote offices in countries where working time coincides with the offered, and the incidences caused by circumstances of production in any other place. -Act as a single point of contact for phone calls, corporative chat, and emails from staff regarding IT issues and queries. -Receiving, logging and managing calls from internal staff via telephone, corporative chat, and email. -1st and 2nd line support-troubleshooting of IT related with the different flows in wap promotion and subscription system. -Escalate unresolved calls to the infrastructure support team. -Log all calls and incidences in the internal tools. -Proceed to analyze requirements and configure the systems in order to resolve incidences. -Analyze and propose any improvements in systems resulting from the incidents attended, raising level those that must be resolved with high priority. -Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. -To maintain a high degree of customer service for all support queries and adhere to all service management principles.