Service Desk Analyst

TL;DR

Service Desk Analyst: Providing first-level technical support to users and ensuring operational continuity with an accent on troubleshooting hardware, software, and connectivity issues. Focus on managing tickets via ITSM tools, supporting Windows 11 and Office 365 environments, and delivering high-quality remote assistance.

Location: Must be based in Medellin, Colombia

Company

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

What you will do

• Provide first-level technical support to users via phone, email, and ITSM tools.
• Troubleshoot incidents related to hardware, software, connectivity, VPN, and corporate applications.
• Deliver remote support to users across multiple locations and escalate incidents when required.
• Support Windows 11 updates, Office 365 tools, and printer installations.
• Document solutions and contribute to Service Desk productivity and quality metrics.

Requirements

• Technical or Technologist degree in Systems or a related field.
• Experience in Service Desk or remote technical support.
• Proficiency with ITSM platforms, Microsoft Office 365, and Windows 11 environments.
• Knowledge of remote support tools, VPN configuration, and basic connectivity troubleshooting.
• Must be based in Medellin, Colombia.
• Strong communication skills and customer service orientation.

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 within a purpose-driven culture.