Associate Help Desk Analyst

Location: Bogota, Colombia; hybrid with 3 days in the office per week. The role supports various time zones for 24x7x365 service coverage.

Company

Global payments technology company supporting transactions between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Provide timely Level 1 support and resolution for contacts received through multiple Service Desk channels.
• Log tickets with complete information, assign appropriate categories and priorities, and keep customers updated.
• Diagnose issues using documented procedures, troubleshooting techniques, and approved remote support tools.
• Escalate unresolved tickets to the correct resolver groups or vendors and notify management about potential Major Incidents.
• Maintain knowledge base articles and participate in Problem Management and Continual Service Improvement activities.
• Support the Team Lead as a deputy and help conduct team huddles.

Requirements

• Bachelor’s degree or at least 3 years of relevant work experience.
• At least 4 years of experience as an IT Service Desk analyst supporting corporate IT services and applications.
• Expertise in one or more supported domains, such as Microsoft Exchange, system administration, business application support, or MDM.
• Experience with remote support tools such as Remote Desktop, LogMeIn, TeamViewer, or Bomgar.
• Knowledge of Microsoft Windows, Mac, mobile devices, Microsoft Office, Office 365, Outlook, printers, Wi-Fi, VPN, and internet connectivity.
• Working knowledge of Active Directory, TCP/IP, wireless networking, DNS, DHCP, and network devices.

Nice to have

• CompTIA A+ or Microsoft Professional certification.
• Team handling, supervision, or Team Lead deputy experience.
• At least two years of college education or equivalent IT or technical training.

Culture & Benefits

• Work in a customer-focused Corporate IT engineering organization.
• Hybrid schedule with three office days per week.
• Support a global environment with 24x7x365 service requirements.
• Continuous learning and training on supported technologies and products.