Job Information
SoftwareONE Help Desk Support Analyst in Lima, Peru
Why SoftwareOne?
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global
The role
Help Desk Support Analyst
SoftwareOne
Scope: Full-time | Location: Lima, Perú
Provide first-level IT support, technical assistance, guidance, and incident resolution, including configuration and diagnostics.
General Responsibilities:
Act as the single point of contact between users and IT service management, handling incidents, service requests, access management, changes, and inventories.
Provide first-level IT support for infrastructure and corporate software, including troubleshooting, issue resolution, and user password administration.
Log, document, and close all service requests and incidents, ensuring user confirmation and compliance with established service timelines.
Escalate requests to second and third level support when required, following up and keeping users informed about the status of their requests.
Propose improvements and new IT procedures, maintaining a general understanding of the company’s infrastructure and architecture to optimize service delivery.
What we need to see from you
Minimum 1–2 years of experience providing basic IT end-user support from a help desk or as on-site support.
ITIL Foundation certification preferred, as well as certifications in operating systems and desktop tools (current and market-recognized).
Basic knowledge of Microsoft Office (especially Excel), email tools, Windows and iOS operating systems, and fundamental concepts of networking and internet technologies.
Soft Skills:
Conflict resolution.
Assertive communication.
Teamwork.
Job Function
Software & Cloud
Accommodations
SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com .
Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.
At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.