Service Desk Analyst L1

IT Service Desk Analyst (Bilingual English & Spanish)

📍 Bogotá, Colombia | 🌎 Global Support Environment

About the Role

We are seeking a customer-focused IT Service Desk Analyst to provide first-level technical support to employees across multiple regions. This role serves as the primary point of contact for IT incidents and service requests, ensuring timely resolution, excellent customer service, and adherence to service standards.

Key Responsibilities

• Provide Level 1 technical support for Windows, macOS, Microsoft 365, mobile devices, and basic networking issues.
• Log, prioritize, troubleshoot, and resolve incidents using ServiceNow or similar ITSM tools.
• Escalate complex issues to higher support tiers when necessary.
• Deliver a high-quality customer experience and maintain SLA compliance.
• Create and maintain knowledge base documentation.
• Collaborate with global teams to support continuous service improvement.

Qualifications

• High school diploma required.
• 1-3 years of experience in IT Support, Help Desk, or Service Desk environments.
• English and Spanish proficiency at B2+ level or higher (written and spoken).
• Experience with Windows, macOS, Microsoft 365, Active Directory, and ITSM tools such as ServiceNow.
• Strong troubleshooting, communication, and customer service skills.

Preferred

• Studies in IT, Computer Science, Engineering, or related fields.
• ITIL knowledge or certification.
• Experience in global or shift-based support environments.

Join a collaborative global team where you'll have the opportunity to develop your technical skills, support users worldwide, and contribute to an exceptional service experience.