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Job Title:  IT Service Desk Analyst


ZonAmerica, Montevideo, UY

Remote Options (if applicable): 

Req ID: 56932

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


You will 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 candidate with excellent communication skills who is patient, technically savvy and thinks outside the box at times when needed! If you succeed in this role, there are fantastic opportunities for growth and development within Sabre technology teams!



  • Serve as the first point of contact for technical issues and requests
  • Handle customer interactions through voice, chat, email and ITSM tool channels
  • Clearly explain the problem-solving process with customers
  • Perform remote troubleshooting and proactive user engagements
  • Proactively engage technical teams and vendors to escalate and resolve problems
  • Use analytic tools and dashboards to identify user issues and execute remote actions 
  • Use Service Now for incident and problem management activities
  • Conduct IT support onboarding sessions with new staff
  • Identify and suggest IT support process or procedure improvements

Job Requirements


  • Advanced English level, both spoken and written
  • 3+ years in IT service or support roles
  • 3+ years supporting Microsoft 365 products, Windows 10 and laptop technologies
  • 3+ years managing Azure Active Directory users and objects
  • 3+ 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
  • Desired – IT Certifications or IT tertiary qualification





  • 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 we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.


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