IT Service Desk Analyst (Santiago, Chile)

Role Overview

Genus Company has an exciting opportunity for an IT Service Desk Analyst based in Santiago, Chile.

 

As a key member of our Global IT Service Desk team, you will play a critical role in delivering exceptional IT support to employees across multiple regions. In this position, you will provide both on-site and remote technical assistance, take ownership of incidents through resolution, and contribute to infrastructure, technology, and workplace improvement initiatives. Success in this role requires strong technical troubleshooting skills, effective communication, sound judgment, and a proactive, customer-focused approach.

Given the global nature of this role, fluency in both English and Spanish is required, as you will regularly support and collaborate with employees and stakeholders across multiple countries and regions.

 

This is a full-time, on-site position located in our Santiago office, with up to 5% travel required.

 

The annual salary range for this position is CLP $18,000,000 to CLP $21,000,000.  Genus considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

You Will

Service Delivery

• Provide day-to-day support for local colleagues and other remote sites during your time-zone.
• Take ownership of incidents and requests through to resolution, prioritizing effectively to meet SLA targets.
• Use ticketing systems to manage, document, escalate and report on all support activities.
• Build strong working relationships with key stakeholders and external vendors.

Technical Operations

• Diagnose and resolve hardware, software, and network issues across desktops, laptops, printers, mobile devices, and peripherals.
• Support and administer user accounts, permissions and security using Active Directory, Microsoft 365, Exchange Online, and Entra.
• Manage and maintain endpoint security, patching, and update compliance through tools such as Intune and PatchMyPC.
• Support application suites including Microsoft 365 and D365.

Infrastructure Support

• Assist in managing Wi-Fi access points, switching, VPNs, and LAN cabling across office sites.
• Support network and connectivity issues, with working knowledge of TCP/IP, DHCP, DNS and VPN.

Cloud & Automation Exposure

• Monitor and administer cloud services including Microsoft 365 and Azure, supporting service availability and access.
• Identify and implement improvements to support workflows through automation or scripting (PowerShell or similar).
• Maintain awareness of backup procedures, business continuity processes, and recovery tools.

Project Participation

• Support the implementation and rollout of global IT projects including infrastructure upgrades, new site deployments, and service transitions.
• Act as a local technical lead for minor projects, coordinating third-party engineers or contractors where appropriate.

 

Stakeholder Engagement

• Be a visible and approachable IT contact for colleagues, ensuring a high standard of customer service.
• Communicate technical issues clearly to non-technical users and log all interactions thoroughly.
• Identify patterns or recurring issues and propose proactive solutions or improvements.

Requirements

Required:

• Proven experience in a 2nd line IT support role with multi-site or international reach.
• Proficient in supporting Windows 11, Microsoft 365 and Exchange Online.
• Experience using a ticket management system (we use Ivanti Neurons) to manage support incidents and requests.
• Solid understanding of endpoint management, patching, and anti-malware tools.
• Hands-on experience with device provisioning and remote support tools.
• Competence in scripting or automating routine support tasks using PowerShell or similar.
• Fully bilingual in English and Spanish.

Preferred: 

• Exposure to Intune, Autopilot, or similar tools.
• Familiarity with Microsoft Dynamics 365 or comparable business applications.
• Experience supporting Android/iOS mobile device fleets.
• ITIL Foundation certification (or willingness to obtain, with support).

 

#LI-GL1

Business Overview

Genus PLC is an agricultural biotechnology pioneer. We are a global FTSE 250 company, headquartered in the UK, and listed on the London Stock Exchange.

 

Genus PLC has a presence in over 70 countries and a global workforce of over 3,000 employees and growing.  We are a worldwide leader in porcine and bovine animal genetics, partnering with farmers to transform how we nourish the world – a mission that is important to a sustainable future. 

 

Our vision is clear: Pioneering animal genetic improvement to sustainably nourish the world.

 

Equal Employment Opportunities

Genus es un empleador que ofrece igualdad de oportunidades. De acuerdo con la ley antidiscriminación, el propósito de esta política es hacer efectivos estos principios y mandatos. Genus prohíbe la discriminación y el acoso de cualquier tipo y ofrece igualdad de oportunidades de empleo a los empleados y candidatos sin distinción de raza, color, religión, sexo, orientación sexual, identidad o expresión de género, embarazo, edad, origen nacional, estado de discapacidad, información genética, condición de veterano protegido o cualquier otra característica protegida por la ley. Genus se atiene tanto al espíritu como a la letra de todas las leyes y reglamentos aplicables.

Recruitment Fraud Warning

Genus plc will never ask you to provide fees or payment for computer, software, or other equipment or supplies during the recruitment and/or onboarding process. If you have any questions about your individual application, please contact the Genus Talent Acquisition team at [email protected].