Service Desk Analyst - Remote Eligible

Service Desk Analyst

As an IT Service Desk Analyst at dLocal, you will serve as a technical point of contact for IT issues, bridging the gap between end-user support and system administration. You will handle a range of incidents from routine to complex, perform administration within enterprise applications and tools, and implement improvements that enhance efficiency and reduce recurring problems.

This role offers autonomy and responsibility, requiring strong technical expertise, problem-solving skills and a proactive mindset. You will work closely with System Administrators on escalated issues and tool configurations, while not being responsible for full infrastructure or platform-level administration.

What will I be doing?
Own the resolution of complex technical issues across end-user systems, SaaS applications, device management platforms and core IT tools.
Troubleshoot problems across operating systems, identity platforms, endpoints and enterprise applications, ensuring timely and accurate resolution.
Perform administration tasks within IT systems such as Google Workspace / Microsoft 365, Jamf, Intune, or other MDM tools, within predefined boundaries.
Take ownership of IT service improvements by identifying recurring issues and implementing preventive measures, small-scale automations, or workflow enhancements.
Collaborate closely with System Administrators to support deployments, application rollouts and configuration updates, ensuring smooth handoff between teams.
Manage and maintain user accounts, permissions, groups, and basic security configurations across key enterprise applications, following established governance.
Coordinate and support the technical onboarding and offboarding processes, ensuring systems access, device readiness, and compliance steps are consistently executed.
Document procedures, troubleshooting steps, known issues, and configuration notes to improve knowledge sharing and operational quality across the team.
Support IT operational excellence by monitoring key systems, performing routine health checks, and involving SysAdmins for advanced or infrastructure-related cases.
Work within the ITSM platform (preferably Jira Service Management) to manage queues, meet SLAs, follow workflows and leverage basic automation.

What skills do I need?
Solid experience in IT Service Desk or Technical Support roles in enterprise environments, with a track record of resolving complex incidents.
Strong understanding of operating systems, networking fundamentals, device management concepts, and enterprise SaaS environments.
Operating systems experience: Windows, Linux, and macOS.
Hands-on experience with MDM platforms (e.g., Jamf, Intune, or similar) and identity management systems (Azure AD, Okta, or Google Workspace).
Ability to perform mid-level admin tasks such as policy adjustments, profile updates, application assignments, and permission troubleshooting, within predefined boundaries.
Strong troubleshooting methodology, capable of identifying root causes and proposing preventive measures.
Familiarity with ITSM platforms (Jira Service Management preferred), including queues, SLAs, workflows, and basic automation.
Excellent communication and customer service skills; ability to work independently on complex tasks and to collaborate effectively with SysAdmins when required.
Comfortable managing multiple priorities in a fast-paced environment.
Practical AI experience in daily work (e.g., triage/summarization, knowledge search, KB/runbook drafting, safe scripting, log analysis, small automations) with awareness of privacy, security and responsible use.

What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- Remote work: work from anywhere or one of our offices around the globe!*
- Flexibility: we have flexible schedules and we are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Learning & development: get access to a Premium Coursera subscription.
- Language classes: we provide free English, Spanish, or Portuguese classes.
- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We've got your back!
*For people based in Montevideo (Uruguay) applying to non-IT roles, 55% monthly attendance to the office is required.