Help Desk Analyst I

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Provides fundamental help desk assistance for issues and service requests related to hardware, software, network/mainframe connectivity, and application support.

• Serves as a representative of technical services for customers, initiating, escalating, or resolving problem tickets and service requests.

• Diagnoses and resolves technical issues, escalating to support resources as necessary.

• Ensures the successful resolution of problem tickets and service requests while meeting or exceeding defined service level expectations.

• Performs timely first-level incident problem determination using established procedures and accurately documents issues with the appropriate tools.

• Delivers customer satisfaction by promptly responding to service requests through approved Help Desk channels in a professional and accurate manner.

• Records problem symptoms and status information efficiently and accurately using the appropriate tools to facilitate communication with and effective use of second and third-level support resources.

• Maintains current knowledge of relevant product and service offerings as well as support policies to provide technically accurate solutions to customers.

• Communicates clearly and concisely in both written and verbal formats.

• Delivers comprehensive help desk support for issues and service requests related to hardware, software, network/mainframe connectivity, and application support.

• Conducts problem determination for incidents and issues of medium to moderate complexity using established procedures and available tools.

• Utilizes appropriate tools to escalate and coordinate issues with internal IT partners and external vendors.

• Engages in the mentoring process.

• Possesses comprehensive knowledge of all standard site equipment and facilities.

• Holds advanced knowledge of commonly used non-standard products, including escalation procedures.

• Collaborates effectively with internal IT operations and external vendors to resolve technical challenges.

⛳️ Requirements

• High school diploma or equivalent is required; a bachelor’s degree is preferred or equivalent relevant business experience or certifications.

• A minimum of 1 year of experience as a help desk analyst, along with related technical knowledge or experience.

• Proficiency in English.

• **Other Critical Skills**

• IT Support and Troubleshooting.

• **Software / Tool Skills**

• Must have: ServiceNow – Entry level (1-3 years) or equivalent, including:

1. BMC Helix ITSM (Remedy)

2. Cherwell Service Management (Ivanti Neurons for ITSM)

3. Freshservice (by Freshworks)

4. Jira Service Management (by Atlassian)

5. Ivanti Service Manager

6. ManageEngine ServiceDesk Plus

7. SysAid

8. TOPdesk

9. SolarWinds Service Desk

10. Zendesk for ITSM

• Nice to have skills:

· MS Office Suite - Entry Level (1-3 Years)

· AWS - Entry Level (1-3 Years)

· IT Hardware - Entry Level (1-3 Years)

· OneDrive - Entry Level (1-3 Years)

· Microsoft Edge - Entry Level (1-3 Years)

· Chrome Browser - Entry Level (1-3 Years)

· Intune - Entry Level (1-3 Years)

· iPhone Mobile - Entry Level (1-3 Years)

· OKTA - Entry Level (1-3 Years)

· Outlook - Entry Level (1-3 Years)

· MS Teams - Entry Level (1-3 Years)

· Azure - Entry Level (1-3 Years)

🏝️ Benefits

• Competitive salary with performance-based bonuses.

• Comprehensive benefits package, including grocery vouchers, savings funds, SGMM, etc.

• Opportunities for career development and training.

• A dynamic and inclusive work culture within a globally recognized organization.

• Private health insurance.

• Pension plan.

• Paid time off.

• Training and development opportunities.