As a Service Desk Analyst, your primary responsibility is to provide technical assistance and support to end users within the organization. You will serve as the first point of contact for IT-related issues and play a key role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure.

Requirements

• Fluent in English (high proficiency level required).

• Currently pursuing or holding an associate or bachelor’s degree in information technology or a related field.

• Minimum of 1+ year of experience in a technical support role.

• Strong technical knowledge of:

  • Computer hardware

  • Software

  • Networking concepts

• Proficient in troubleshooting common hardware and software issues.

• Knowledge of:

  • Office 365

  • Active Directory

  • Antivirus solutions

• Familiarity with ticketing systems and remote support tools.

• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.

• Strong problem-solving skills and attention to detail.

• Ability to prioritize and manage multiple tasks effectively.

• Flexibility to work afternoon shifts and weekends.

• Schedule flexibility.

• Availability to work onsite at our offices in Barranquilla, Colombia.

Nice to Have

• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional).

• Basic knowledge of SAP.

Responsibilities

• Respond to incoming support requests via phone, email, or ticketing system, providing timely and effective technical assistance.

• Diagnose and troubleshoot hardware and software issues, including:

  • Desktops and laptops

  • Printers

  • Mobile devices

  • Peripherals

• Assist users with software installations, upgrades, and basic configurations.

• Manage user accounts, permissions, and access rights.

• Collaborate with other IT team members to resolve complex technical issues.

• Escalate unresolved issues to appropriate teams or vendors following established procedures.

• Follow up with end users to ensure issues are resolved satisfactorily.

• Document all support activities, including:

  • Troubleshooting steps

  • Issue resolutions

  • Knowledge base updates

• Maintain and update inventory of IT assets (hardware, software licenses, peripherals).

• Stay up to date with emerging technologies and continuously improve technical skills.