Service Desk Analyst
hace 2 semanas
Position Responsibilities Offer initial assistance to users via phone, email, or ticketing systems. Address common issues such as password resets, software installation, printer problems, and basic network troubleshooting. Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket. Diagnose and resolve simple technical problems following established procedures and scripts. Provide step-by-step guidance to users to resolve routine issues. Identify situations requiring advanced technical expertise and elevate tickets to Level 2 or appropriate support teams, providing all necessary documentation and background. Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding. Deliver consistent updates on the status of their requests. Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization's knowledge base. Ensure all tickets are resolved in a timely manner, following up with users to confirm resolution and satisfaction, and closing tickets upon completion. Facilitate the onboarding of new hires by preparing accounts, devices, and access to essential systems. Ensure that departing staff's accounts are deactivated securely and that devices and data are properly managed in accordance with organizational policies. Perform routine checks on critical IT systems as directed, reporting anomalies or failures to higher-level support staff. Follow company protocols, security procedures, and data privacy guidelines at all times. Required Skills & Qualifications Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, and common applications. Ability to communicate technical concepts to non-technical users in clear, straightforward language. Logical approach to troubleshooting and resolving common technical issues. Friendly, patient, and professional demeanor in all user interactions. Efficient time management and ability to prioritize multiple requests. Willingness to work with other IT staff and support teams. Comfortable working in a fast-paced environment and adapting to new technologies and processes. Requirements High school diploma or equivalent required. Relevant IT certifications (e.g., CompTIA IT Fundamentals, A+) are preferred but not mandatory. Prior customer service experience is highly beneficial. Entry-level IT support experience or internship is desirable but not essential; comprehensive training is often provided. May require shift work, including evenings, weekends, and holidays, to provide 24/7 or extended coverage. Work is typically performed in an office environment or remotely as part of a broader support team. Standard office equipment such as computers, phones, and remote access tools are used regularly. #J-18808-Ljbffr
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Service Desk Analyst
hace 7 días
WorkFromHome, Colombia Auxis LLC A tiempo completoJob Summary The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts, applying their expertise gained over time. Responsibilities include promptly addressing incoming calls,...
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Senior IT Service Desk Analyst — Remote
hace 1 semana
WorkFromHome, Colombia dLocal A tiempo completoA technology firm in Bogotá is seeking a Service Desk Analyst III. In this role, you will serve as the main technical contact, resolving complex IT issues and facilitating improvements in user support. You'll troubleshoot various systems, perform admin tasks within enterprise applications, and ensure a high level of operational excellence. Ideal candidates...
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Hybrid Service Desk Analyst
hace 7 días
WorkFromHome, Colombia Auxis LLC A tiempo completoA leading IT service provider in Colombia is seeking a Service Desk Analyst (L1) to provide exceptional customer service and support. The role includes managing incidents, providing solutions, and maintaining case records. Candidates should have 2-4 years of technical support experience, be bilingual in English and Spanish, and possess a high school degree....
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Service Desk Analyst III
hace 1 semana
WorkFromHome, Colombia dLocal A tiempo completoJoin to apply for the Service Desk Analyst III role at dLocal Location: dLocal Bogota, D.C., Capital District, Colombia What’s the opportunity? As an IT Service Desk Analyst at dLocal, you will serve as a technical point of contact for IT issues, bridging the gap between end‑user support and system administration. You will handle a range of incidents...
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Analista de Automatización Service Desk IA/ML
hace 2 días
WorkFromHome, Colombia Unisys A tiempo completoUna empresa de tecnología global busca un Analista de Automatización en Bogotá. Se enfocará en liderar las operaciones de automatización del Service Desk, garantizando resolución efectiva de incidentes en un entorno TI complejo. El candidato ideal debe tener entre 5 y 8 años de experiencia en roles de Service Desk, dominio de herramientas como...
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Support Desk Operations Analyst
hace 2 semanas
WorkFromHome, Colombia Goodwork A tiempo completoOverview We\'re looking for a remote Support Desk Operations Analyst to be the first person in this newly created function—monitoring ticket quality, optimizing team workload, and handling administrative coordination that keeps our technical team running smoothly. In this role, you\'ll go beyond traditional IT dispatching. While you\'ll handle ticket...
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Service Desk Lead
hace 2 semanas
WorkFromHome, Colombia Softtek A tiempo completoSofttek Bogota, D.C., Capital District, Colombia Service Desk Lead – Practice Specialist Ubicación: Bogotá o ciudades cercanas (modalidad híbrida). Otras ciudades lejanas de Bogotá (+3 horas): modalidad remota. Perfil requerido Experiencia: +2 años liderando operaciones de centros de soporte y transición/lanzamiento de Service Desk Certificaciones:...
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Remote Support Desk Ops Analyst — Build a New Function
hace 2 semanas
WorkFromHome, Colombia Goodwork A tiempo completoA fast-growing tech company is seeking a remote Support Desk Operations Analyst to oversee ticket quality and improve operational efficiency. In this role, you'll handle ticket triage, monitor performance metrics, and provide administrative support to ensure smooth operations. The ideal candidate has 1-3 years in help desk roles, strong analytical skills,...
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Service Desk Lead
hace 2 semanas
WorkFromHome, Colombia Softtek A tiempo completoUna empresa de tecnología en Bogotá busca un Service Desk Lead – Practice Specialist con más de 2 años de experiencia en la gestión de centros de soporte. Este rol implica diseñar e implementar soluciones de Contact Center y trabajar con estándares ITIL. Se requiere un nivel de inglés B2+ y habilidades en herramientas de ticketing. La empresa...
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Remote IT Service Desk Specialist
hace 2 semanas
WorkFromHome, Colombia Launchpad Technologies Inc. A tiempo completoA global technology solutions company is seeking a Service Desk Specialist who excels at providing technical support for end-users. As a full-time independent contractor, you will work remotely, ensuring smooth IT operations and delivering exceptional customer experiences. Ideal candidates will have relevant technical support experience, effective...
