Description This role is accountable for providing 1
st level support for internal Moneris end users related to desktop
and mobile technologies and standard corporate desktop
applications. In this role, you will ensure timely response and
resolution to incidents and provide How To support.
Responsibilities Accountable for triaging and troubleshooting of
moderate to complex level 1 incidents and problems generated by
phone, self-service, and email along with resolution/root cause
within service target timelines Responsible for providing guidance
and training to other members of the 1 st level support Service
Desk team related to incidents and How Tos ensuring ongoing
transfer of knowledge to support a high level of first call
resolution Responsible for contributing to our Knowledge Base by
developing content monthly that would be beneficial as self-service
articles to drive use of the Knowledge Base by end users and reduce
inbound calls to the Service Desk Maintains an understanding of
standard applications supported by the End User Services team




Requirements Advanced English Fluent French 3+ years of equivalent
work experience in technical support or a people management role
Experience with end-user technologies, including: Desktops,
laptops, and mobile devices, Meeting room technology Operating
systems: Windows, MacOS, iOS Experience troubleshooting complex
Microsoft 365 incidents, including Outlook/Exchange Online, Teams,
OneDrive, MFA, permissions, and user access issues. Experience
troubleshooting Outlook, Teams, OneDrive, and Microsoft 365
accounts for end-users Experience managing users, access, and MFA
in Azure Active Directory (Entra ID) Experience supporting and
managing Windows and MacOS devices through Microsoft Intune
Experience troubleshooting LAN/WiFi/VPN connectivity issues and
supporting switches and firewalls MCP WIN 10 certification Azure
experience Understanding of ITIL processes and call tracking
systems (e.g., ServiceNow) Highly proficient in ve

📌 Service Desk Analyst (Buenos Aires)
🏢 Pearster
📍 Buenos Aires