TL;DR

Help Desk Analyst: Delivering high-quality on-site support to users and ensuring effective solutions to technical needs with an accent on incident management, problem analysis, and user communication. Focus on investigating and resolving technical issues within established timelines and optimizing IT procedures.

Location: Hybrid (Bogota, Colombia)

Company

%hirify_global% is a global, AI-powered software and cloud solutions provider with a diverse team of 13,000+ professionals.

What you will do

Handle, manage, and respond to service requests received by phone, email, or web, including direct user contact.
Escalate incidents to the second level when they cannot be resolved in the first contact and follow up until closure.
Investigate, analyze, and resolve technical issues within established timelines, also managing user passwords.
Document incidents, confirm resolution with the user, and propose improvements to IT procedures to optimize service.

Requirements

Technical, technological, or professional training in Systems Engineering, Electronics, Software, or related fields.
Experience with ticketing and incident management tools (e.g., ServiceNow, Jira, Remedy).
Basic hardware, software, and Office 365 support (email, Teams, SharePoint, OneDrive).
First-level incident handling, resolution, and documentation.
User password administration and reset, with basic knowledge of networks and connectivity.
Excellent communication skills, customer service orientation, and the ability to interact effectively with end users.

Nice to have

Hands-on experience with troubleshooting network and connectivity issues.
Familiarity with enterprise-level IT environments and escalation protocols.
Certifications in Microsoft or IT support frameworks (e.g., ITIL).

Culture & Benefits

A unique culture with lived corporate values that foster a grateful and supportive work environment.
Personalized development opportunities aligned with your goals in the role and career growth opportunities.
Health insurance, life insurance, and 100% paid sick leave.
Flexible vacation requests starting from 1 day.
Employee fund, time off for birthdays, graduations, and weddings.
English classes and conversation sessions through %hirify_global% University program.
Recognition strategies and team-building activities.