First-line IT Support Analyst

hace 1 semana

Bogotá, Colombia Arrive A tiempo completo

**We’ve signed up to an ambitious journey. Join us**
- As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together._

**Role Summary**

We are looking for a motivated and customer-focused IT Support Analyst to provide first-line technical support to our internal users. You will be the initial point of contact for all IT-related issues and service requests, helping to ensure smooth and uninterrupted use of technology within the organization

**Key Responsibilities**
- Perform hardware and software installations, configurations, and upgrades of workplaces (troubleshoot and resolve issues with laptops, phones, peripherals,)
- Log, categorize, and track support tickets in the ITSM tool (e.g., ServiceNow).
- Escalate unresolved issues to Level 2 or relevant IT teams as needed.
- Follow standard operating procedures and contribute to internal documentation and knowledge base.
- Ensure timely follow-up and communication with users regarding the status of their requests.
- Support hardware and software inventory processes.
- Perform other support-related duties as needed.

**Preferred qualifications**
- Previous experience in a helpdesk or IT support role (internship or professional).
- Strong communication and problem-solving skills.
- Experience with IT ticketing systems and remote support tools.
- Ability to multitask and work effectively in a fast-paced environment.
- _ IT certifications (e.g., ITIL Foundation) are a plus._

**Core Skills & Abilities**
- Customer-focused mindset.
- Familiarity with ITSM tools (ServiceNow is a plus).
- Basic troubleshooting and analytical skills.
- Basic knowledge of Windows and/or macOS operating systems, with a good understanding of computer hardware and peripheral troubleshooting

**Possible Developments**
- L2 Specialist
- Helpdesk Team Lead

**Working Conditions**
- Standard office hours.
- May require lifting and moving computer equipment (up to ~25 lbs).

**About us**
- Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile, YourParkingSpace and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive._

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