Service Desk Analyst

Location: Bogotá, Colombia.

Schedule: full-time (Monday to Thursday from 9:00 AM to 7:00 PM and Friday from 10:00 AM to 7:00 PM)

Modality: In-person (On-site position)

Salary range: $1000 USD

As our Service Desk Analyst, you are the first line of defense and the face of IT for our organization. Your mission is twofold: to provide world-class technical support to our team and to help us evolve by optimizing IT workflows. You won’t just be fixing computers; you’ll be ensuring our entire operation runs smoothly while gaining hands-on experience with industry-leading technologies.

Key Responsibilities

1. Technical Support & Problem Solving

• Act as the primary point of contact for user inquiries, providing fast and effective first-line assistance.

• Diagnose and resolve technical issues following Standard Operating Procedures (SOPs).

• Recognize and escalate complex challenges to senior analysts, ensuring no problem goes unsolved.

2. Operational Excellence

• Infrastructure Support: Manage and troubleshoot business systems, including Active Directory, Google Workspace, VPNs, Microsoft Intune, and Entra ID.

• Process Management: Follow ITIL-based frameworks for incident, problem, change, and asset management.

• Documentation: Maintain a meticulous record of solutions and update ticketing systems to build a robust internal knowledge base.

• Continuous Improvement: Monitor IT service metrics and contribute ideas to drive efficiency and service quality.

3. Collaboration & Project Support

• Support the Onboarding and Offboarding process to ensure every employee has the tools they need from day one.

• Partner with Infrastructure, Cybersecurity, and Dev teams to maintain high service standards.

• Get involved in high-impact IT projects, such as software rollouts, security upgrades, and system migrations.

Who are we looking for?

• Analytical Thinker: You enjoy deconstructing problems to find the root cause.

• Agile: You adapt quickly to new technologies and changing priorities.

• Communicator: You can explain technical concepts to non-technical users clearly and with empathy.

• Multitasker: You can manage multiple tickets without losing your cool or your attention to detail.

• Learner: You have a proactive "can-do" attitude and a genuine hunger to grow within the IT field.

Job Requirements

• Professional: Count on a Professional degree in Computer Science, Systems Engineering, or a related field.

• Experience: If you have 1 to 2 years of experience providing technical service, service desk, and providing costumer support. 

• Tech Savvy: Familiarity with modern IT environments (Cloud tools, OS troubleshooting).

• Process Oriented: Basic knowledge of ITIL frameworks is a plus.

What We Offer (Your Benefits) 

We care about your well-being and long-term security. Our package includes:

• Stability: Full-time, indefinite contract (Contrato a término indefinido) with all legal benefits.
• Comprehensive Health: Prepaid medical care for you and your qualified dependents.
• Dental Care: Full dental coverage.
• Peace of Mind: Life Insurance policy included.
• Work-Life Balance: Generous Paid Time Off (PTO) after three months to ensure you stay energized.

Why Join Us?

You will work in a collaborative environment where your voice is heard, and your contributions directly impact the company's operational success. Ready to start your IT career with us? Apply now to Quetzal International Services, SAS!