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Job Title:  Senior Service Desk Analyst


ZonAmerica, Montevideo, UY

Remote Options (if applicable): 

Req ID: 57316

Job Family: Information Technology/Software Development


Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey! 

Job Description


Your role is to join a well-established service desk team to provide enviable customer service to 10,000 internal users at Sabre. You will handle challenging requests, use modern digital experience tools to troubleshoot, and proactively engage users to discuss technology and IT support at Sabre. This service desk team is different! We are user-experience focused and striving to change the way IT support is perceived and provided.

You will need to hit the ground running, as this is a very busy (but supportive) team! The position suits a senior candidate with excellent communication skills who is patient, technically savvy and thinks outside the box at times when needed! We are not looking for an entry-level or junior recruit, but a technical leader and mentor to first-line staff. If you succeed in this role, there are fantastic opportunities for growth and development within Sabre technology teams!


  • Provide escalated technical support via chat, phone and remotely when 1st level cannot resolve
  • Support key project initiatives and new technical solutions and lead the operational service transition
  • Train new team members and peers on support IT products and services
  • Conduct employee onboarding presentation sessions
  • Actively monitor call volumes and agent availability. Make yourself available if call queues are high
  • Act as a technical SME within the IT Service Desk
  • Provide monthly evaluation and recommendations of 1st level contacts
  • Represent the IT Service Desk on incident bridges. Provide user impact levels and manage employee communications
  • Create and manage Service Now Knowledge Base articles
  • Monitor laptop and network performance dashboards and make recommendations
  • Assign incident requests to 1st level team members and ensure accountability
  • Develop training material for various supported products and conduct training sessions
  • Identify and suggest IT support process or procedure improvements

Job Requirements


  • Advanced level of English both written and verbal
  • 5+ years in IT service or support roles
  • 5+ years supporting Microsoft 365 products, Windows 10 and laptop technologies
  • 5+ years managing Azure Active Directory users and objects
  • 5+ years diagnosing LAN, WAN and VPN issues
  • Knowledge of Microsoft Endpoint Manager / InTune
  • Experience with Service Now incident management and knowledge articles
  • Experience working within an ITIL framework
  • Experience writing technical documentation
  • Desired – IT Certifications or IT tertiary qualification



  • Work in modern Zonamerica campus alongside all the amenities it has to offer!
  • Annual Performance bonus plans
  • Development opportunities in country or globally
  • We offer a competitive private health insurance for employees and eligible children 
  • Extra Paid Time Off (5 extra days each year) 
  • 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) plus up to 1 year maternity shifts 
  • Daily meal allowance
  • Life Insurance 
  • Corporate Social Responsibility opportunities
  • Recognition and acknowledgement programs
  • Fun employee engagement and development events


We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses. Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.

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