Service Desk Analyst

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

📋 Description

• Responsible for the triage and resolution of moderate to complex level 1 incidents and issues reported via phone, self-service, and email, ensuring resolution and root cause analysis within designated service target timelines.

• Tasked with providing guidance and training to fellow members of the 1st level support Service Desk team regarding incidents and how-to inquiries, facilitating the continuous transfer of knowledge to maintain a high rate of first call resolution.

• Contributes to our Knowledge Base by creating valuable content on a monthly basis that serves as self-service articles, promoting the use of the Knowledge Base by end users and minimizing inbound calls to the Service Desk.

• Maintains a solid understanding of standard applications supported by the End User Services team.

⛳️ Requirements

• Proficient in advanced English.

• A minimum of 3 years of relevant work experience in technical support or a managerial role.

• Familiarity with end-user technologies, including desktops, laptops, mobile devices, and meeting room technology.

• Knowledge of operating systems: Windows, MacOS, iOS.

• Experience with Office 365 products: Teams, OneDrive, SharePoint, Teams Voice.

• Possession of MCP WIN 10 certification.

• Experience with Azure.

• Understanding of ITIL processes and call tracking systems (e.g., ServiceNow).

• Highly skilled in both verbal and written communication, capable of engaging with all levels within the organization.

🏝️ Benefits

• Fully remote work arrangement as a contractor.

• Competitive salary in USD.

• Paid time off (PTO) days per year.

• Complete coverage for international certifications by the company.

• Access to coworking spaces.

• English language classes.

• Engaging team-building activities.

• Personalized gifts.

• Welcome kit.

• Referral program.