Help Desk Analyst

hace 6 horas

Bogotá, Bogotá D.E., Colombia Wizeline A tiempo completo

We Are
Wizeline, a global AI-native technology solutions provider, develops cutting-edge,
AI-powered
digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of
growth, collaboration,
and
impact.
With the right people and the right ideas, there's no limit to what we can achieve.
Are you a fit?
We are looking for a
Helpdesk Tier 1 Support Analyst
to provide first-level IT support and deliver an excellent user experience. This role is ideal for someone who enjoys problem-solving, working with users, and collaborating with distributed teams in a fast-paced environment. This opportunity is on-site in Bogota

Key Responsibilities

  • Provide Level 1 IT support for end users via ticketing systems and communication tools
  • Troubleshoot and resolve common issues related to:

  • Email and calendar

  • Printers and basic network connectivity

  • Application access requests

  • Device performance and login issues

  • Manage user accounts in Active Directory (password resets, account unlocking)

  • Use ticketing systems to document, track, and resolve incidents following SOPs
  • Escalate issues to Tier 2 support when appropriate
  • Ensure clear, empathetic, and professional communication with users
  • Collaborate effectively with cross-functional and distributed team

Must-have Skills
Sounds awesome, right? Now, let's make sure you're a good fit for the role.

  • English proficiency B2 or higher (spoken and written)
  • Strong customer service mindset with empathy and clarity in user interactions
  • Logical problem-solving skills and ability to work under pressure
  • Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Basic knowledge of Active Directory concepts
  • Experience or exposure to Remote Monitoring and Management (RMM) tools
  • Experience with ticketing systems such as Jira, Zendesk, or Freshdesk
  • Basic troubleshooting experience with Windows and/or macOS
  • Ability to follow documented procedures and internal guidelines accurately
  • Strong organizational skills and ability to prioritize tasks

Nice To Have

  • AI Tooling Proficiency: Leverage one or more AI tools to optimize and augment day-to-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows.

What We Offer

  • A High-Impact Environment
  • Commitment to Professional Development
  • Flexible and Collaborative Culture
  • Global Opportunities
  • Vibrant Community
  • Total Rewards
  • Specific benefits are determined by the employment type and location.

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