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IT Help Desk Specialist

hace 43 minutos

Bogotá, Bogotá D.E., Colombia GP Strategies Corporation A tiempo completo

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at

Role Purpose

As
IT Help Desk Specialist
you will act as the first point of contact for end users seeking technical assistance, delivering timely, effective, and customer focused IT support to maintain uninterrupted business operations. Diagnose, troubleshoot, and resolve IT issues across GP Strategies and our parent company, while maintaining high levels of user satisfaction.

Key Accountabilities

EndUser Support

  • Respond to and manage Service Desk requests via ticketing system, email, chat, and phone.
  • Diagnose and resolve hardware, software, network, and application issues.
  • Install, configure, deploy, and support enduser hardware, software, and peripherals remotely.
  • Use Remote Desktop tools to assist users and resolve technical issues.
  • Maintain ownership of incidents and service requests through resolution, escalating when required.

Account & Systems Administration

  • Perform user account administration, including password resets and access provisioning in Google Workspace, Entra, and Active Directory.
  • Support Windows, macOS, and mobile device environments (iOS and Android)

Collaboration, Communication & Reporting

  • Track, document, and report Service Desk activities to ensure clear communication with IT teams and stakeholders.
  • Assist in documenting procedures, solutions, and best practices for the IT Service Desk knowledge base.
  • Act as business partner, understanding business criticality and needs, to ensure IT respond in optimal manner to support business needs.

SLA Adherence

  • Manage workload to deliver inline with required response and resolution times for business on requests and incidents.

Logistics & Asset Management

  • Travel to the storage office in Bogotá to collect computers requiring repair or redeployment.
  • Manage and coordinate laptop and peripheral inventory across business
  • Collaborate with partner companies for retrieval, repair, and deployment of computers in Bogotá.
  • Coordinate FedEx shipping for IT equipment within the US and Canada.
  • Order computer peripherals in the US, Canada, and Colombia using Amazon Prime.

What Success Looks Like

  • High levels of internal-customer satisfaction and efficient resolution of support requests.
  • Clear documentation and consistent communication with IT teams.
  • Effective collaboration across regions to ensure timely hardware logistics.
  • Strong ownership of tickets and proactive escalation when needed.
  • SLA adherence
  • High levels of collaboration with business demonstrating understanding and empathy for business needs
  • Strong results from customer satisfaction surveys.

Candidate Profile

Experience & Capability

  • Ability to manage multiple tickets and priorities in a fast-paced environment while meeting SLA deadlines.
  • Ability to support remote users across multiple time zones.

Technical Strength

Strong working knowledge of:

  • Windows 11
  • macOS (latest versions)
  • iOS and Android
  • Google Workspace (G Suite)
  • Microsoft 365 / Intune
  • Windows Active Directory / Microsoft Entra
  • IT ticketing systems such as Jira Service Desk
  • Remote Desktop and remote support tools

Mindset & OneGP Behaviours

  • Strong customer service orientation focused on delivering professional and responsive support.
  • Excellent communication skills, engaging effectively across organizational levels.
  • Team-oriented, proactive, collaborative, and solution driven approach.
  • Delivering services with a sense of urgency
  • Taking ownership for delivery of IT services ensuring we meet needs of our customers

Why Join GP Strategies

GP Strategies offers an environment where you can continually grow your skills and learn on the job, supported by a culture that values curiosity and continuous improvement. You'll enjoy reasonable flexitime that helps you balance work and life more effectively, while still contributing meaningfully to business outcomes.

You'll be part of a global team of eager, supportive colleagues who collaborate across regions and bring diverse perspectives to solving challenges. Every day brings new opportunities to make an impact, and there's a genuine sense of satisfaction that comes from resolving issues, helping users, and keeping the organization running smoothly.

Please, submit your cv in English.

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.