Bilingual Help Desk Analyst (IT Support)

TL;DR

Bilingual Help Desk Analyst (IT Support): Providing remote technical support and incident resolution for users across multiple locations with an accent on ticket lifecycle management and hardware/software troubleshooting. Focus on maintaining SLAs, diagnosing corporate application issues, and delivering high-quality user experiences in a 24/7 rotating shift environment.

Location: Bogota, Colombia (Hybrid)

Company

Global AI-powered software and cloud solutions provider with a presence in over 70 countries and a team of 13,000+ professionals.

What you will do

• Provide support and resolution for user incidents via phone, email, or ITSM tools.
• Manage the full ticket lifecycle, including logging, prioritization, and closure in line with SLAs.
• Perform initial diagnosis and basic troubleshooting for hardware, software, corporate applications, and access issues.
• Escalate complex cases and document solutions to ensure clear communication and operational metrics.

Requirements

• Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
• Previous experience in remote technical support or Service Desk environments.
• Knowledge of Windows operating systems, corporate applications, and office tools.
• English: Upper-intermediate (B2+) conversational level required.
• Availability to work in rotating shifts 7*24.
• Must be based in Bogota, Colombia.

Nice to have

• Experience with Aranda ITSM tools.

Culture & Benefits

• Comprehensive health and well-being programs.
• Continuous learning and career development opportunities.
• Performance-based incentives and employee share participation.
• Flexible and hybrid work models.
• Engagement in global projects.