IT Service Desk Shift Lead

**Job Information**:
Job Family

**IT***

Work Arrangement

**Onsite***

City

**Usaquen***

State/Province

**Distrito Capital de Bogotá***

Country

**Colombia***

**Elevate Your Career with Emapta: Where Innovation Meets Opportunity**

Experience the pinnacle of outsourcing success with Emapta. Boasting over a decade of industry mastery across six nations, Emapta has elevated team building to an art form, serving a vast clientele of 700+ businesses worldwide. Their workforce of 7,000+ professionals fuels enterprises with unparalleled efficiency and competitiveness. Emapta's triumph reverberates through its exceptional client and employee satisfaction, reflected in stellar Glassdoor and Facebook ratings (4.5/5) and a remarkable 94% employer approval rate. Founded by visionary Australian entrepreneur Tim Vorbach, Emapta revolutionizes traditional BPO paradigms, offering bespoke solutions that empower businesses to thrive. With a strategic presence across 18 high-performance offices spanning six countries, Emapta's commitment to client satisfaction and employee welfare sets it apart as a beacon of excellence in the outsourcing landscape. Join Emapta and become part of a global success story, where your talents are celebrated, nurtured, and empowered to shape the future of outsourcing.

**A Preview of Your Role**

**Job Overview**:
Employment Type: Indefinite Term Contract
- Shift: Rotating Shift
- Work Setup: Onsite, Bogotá, and Medellin

**Ignite Your Potential with the Required Qualifications**:

- Education: BS in Information Technology, MIS, or a similar program; or equivalent work experience.
- Experience Target: Minimum of 2 years as an IT Service Desk Analyst, preferably with a senior or supervisory role.

Technical Competency:

- Background in three or more of the following:

- Windows 10/7/2000/XP/Vista Desktop support
- Microsoft Internet Explorer/Office/Outlook
- Avaya or Nortel telephony
- Windows Server 2000/2003 support and administration
- Microsoft IIS, ISA, or Exchange
- Active Directory 2000/2003
- Local Area Networks (Cisco or 3Com)
- Wide Area Networks
- Knowledge in TCP/IP
- ITIL experience and qualification would be an advantage.
- Additional language skills to a technical level would be an advantage.

Personal Competency:

- Competent problem-solving skills.
- Customer service oriented.
- Assertive and proactive.
- Strong command of oral and written English.
- Interpersonal communication skills and pleasant demeanor.
- Engaging with internal (core teams) and external stakeholders (client/client staff).
- Ability to carry out technical diagnosis/analysis.
- Flexible attitude and wide knowledge of IT.
- Willingness to rotate shifts as needed.
- Ability to perform light hand activity work at a computer station in an office environment.
- Demonstrable leadership qualities and willingness to take responsibility.

**Fuel Your Success with Key Responsibilities**:

- Maximize resolved incidents at first line without referral to enhance customer satisfaction and user experience.
- Manage ticket queue, ensure assignment to on-shift IT staff, and coordinate to meet prescribed SLAs.
- Handle high severity incidents, demonstrate enhanced technical ability, and train other team members.
- Register, own, and manage all critical incidents and service requests.
- Assist the Service Desk Team Leader in managing day-to-day team performance and provide cover in their absence.
- Work in a highly pressurized environment, communicate effectively with end users, and deal with rapid technological and business change.
- Work in a three-shift rotation pattern and take responsibility for handover at the close of the shift.

Objectives:

- Customer Service: Respond quickly and competently to end user requests, manage high-severity incidents within SLA.
- Problem Solving: Gather information, evaluate options, and offer effective solutions.
- Product and Technical Knowledge: Understand overall systems environment and demonstrate enhanced technical ability.
- Service Desk Operation: Oversee ticket management, assist in day-to-day running of the Service Desk.

ITSD SL Roles and Responsibilities:

- Receive and record all tickets/calls from end-users.
- Ensure formal procedures are followed to provide technical support.
- Greet end users/clients courteously and professionally.
- Listen attentively to client needs and concerns, clarify requirements.
- Provide initial assessment of all Incidents, escalate as necessary.
- Communicate effectively with IT Division teams, take ownership of high-severity incidents.
- Keep users informed on status and progress, ensure timely communication.
- Manage third-party technology providers in relation to incidents raised.
- Document known-errors and produce management reports.
- Undertake monitoring on WAN, voice, and data systems.
- Deliver a high level of customer service and minimize costs.
- Provide additional end user support and advice on all IT issues.
- Monitor and support I