Analista de Mesa de Servicios de TI

About the role

The IT Service Desk Analyst will coordinate, lead and monitor the end‑to‑end management of technology incidents that affect bank operations. The role ensures timely, organized and effective responses to minimise impact on business services.

Key responsibilities

• Lead incident management processes and track resolution timelines.
• Restore IT services within defined service‑level targets.
• Maintain clear communication with all affected areas and stakeholders.
• Promote continuous improvement of incident‑management procedures.
• Generate reports and service‑level indicators to support operational decisions.

Required profile

• Degree or technical diploma in Information Technology, Computer Science, Systems Engineering or related field.
• Minimum 2 years in a Service Desk, Systems Analysis or Development role, or 3 years in Technical Support/Help Desk.
• Experience with Service Desk or Help Desk tools.
• Knowledge of databases and basic programming concepts.
• Ability to produce reports and service metrics.
• Intermediate proficiency in English.

Required skills

• Service Desk tools
• Help Desk tools
• Database fundamentals
• Programming concepts
• Report creation

What we offer

• Comprehensive benefits package.
• Opportunity to work for a leading Panamanian bank committed to digital transformation.
• Professional development in a dynamic financial environment.