Associate, Global Service Desk

About the role

Concentrix is seeking a Technical 1 Associate for its Global Service Desk to provide high‑quality technical assistance to remote work‑at‑home analysts worldwide. The role is based in Managua and focuses on delivering prompt, reliable support across multiple systems while upholding a strong customer experience.

Key responsibilities

• Interact with global remote analysts via phone, email, instant messaging and other channels to understand, troubleshoot, diagnose and resolve IT issues.
• Log and manage tickets with clear, concise documentation in near real‑time.
• Maintain a high standard of support, aiming for a CSAT target of 98/10 based on user feedback.
• Achieve individual Service Level Objectives of at least 90% across all tickets, regardless of severity.

Required profile

• Service‑driven IT professional with a passion for problem‑solving.
• Ability to thrive in a fast‑paced, high‑performance environment.
• Strong communication skills to assist users across different time zones.

Required skills

• Mac OS expertise

What we offer

• Opportunity to work with a global technology and services leader.
• Exposure to cutting‑edge infrastructure, software solutions and security practices.
• Recognition as part of an award‑winning workplace culture.