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HCLTech Bogota, D.C., Capital District, Colombia
Service Support Desk
HCLTech Bogota, D.C., Capital District, Colombia
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
- Respond to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
- Perform user account management activities.




- Escalate complex problems to appropriate support specialists.
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or may write training procedures.
- Participate in on-going training and departmental development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation including standards, configurations and diagrams.
- Provide knowledge transfer of EUC operations.
- Make sure to follow and maintain all defined applicable service levels.
- Should contribute to update

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📌 Service Support Desk (Bogotá)
🏢 HCLTech
📍 Bogotá