Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ahaby

Title: IT Helpdesk Specialist
Duration: 12 months
Location: Bogota, Colombia (Rremote)

Job Description -IT Helpdesk Specialist

Responsibilities:

- Deliver prompt, courteous, and efficient customer service, ensuring an exceptional experience for every client via phone calls, chats, and email.
- Prioritize, triage, and resolve incidents and requests based on impact, urgency, and SLAs;escalate when necessary while maintaining accurate, detailed, and standardized documentation in ServiceNow to support knowledge reuse and reporting.
- Guide users through troubleshooting using a variety of communication tools (Microsoft Teams, ServiceNow, Cisco WebEx, Bomgar Remote Client), with a focus on high-priority tickets.
- Follow structured troubleshooting processes and knowledge base articles to efficiently resolve issues while contributing to continuous improvement initiatives.
- Collaborate with Level 2 teams and specialized IT groups (Identity & Access Management, Network/Firewall,



Desktop Engineering) to resolve complex issues.
- Identify and escalate potential security risks, including suspicious links, access concerns, or phishing attempts, to the appropriate security teams.

Minimum Requirements:

- 1-3 years of experience in customer service or IT helpdesk roles.
- Advanced English proficiency (Level B2-C1).
- Strong background supporting diverse hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 11, Mac OS X, Active Directory, Microsoft Office 365, and mobile devices (iPhone/iPad, Android).

Preferred Requirements:

- Bachelor's degree.
- CompTIA A+ or Google IT Support Professional certification.
- Familiarity with ServiceNow.
- Familiarity with Cisco WebEx.
- Familiarity with Bomgar/BeyondTrust Remote Support tool or similar.

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ahaby

📌 IT Helpdesk Specialist (Bogotá)
🏢 Lancesoft
📍 Bogotá