Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at945

The IT Support & Analytics Analyst will provide frontline technical support to internal stakeholders while also contributing to data analysis and continuous improvement initiatives. This role combines hands‑on IT support with analytical responsibilities, ensuring efficient service delivery, issue resolution, and proactive identification of trends and risks.

This is an on‑site position requiring advanced/fluent English to support general stakeholders.

Key Responsibilities

IT Support
- Provide technical support to colleagues via in-person, phone, and virtual channels
- Install, configure, maintain, and troubleshoot hardware, software, and mobile devices
- Manage and resolve incidents and service requests, ensuring proper escalation when required
- Log, track, and document all support activities in IT service management tools (e.g., ServiceNow)
- Perform system maintenance, updates, and re‑imaging as needed
- Ensure effective communication and follow‑up with users regarding incidents and resolutions
- Route and coordinate issues with specialized technical teams





Analytics – Complementary Responsibilities
- Analyze data from platforms such as ServiceNow, Nexthink, MoveWorks, or similar tools
- Identify trends, recurring issues, and at‑risk devices or systems
- Develop and maintain reports and dashboards to monitor KPIs and IT service performance
- Provide data‑driven insights and recommendations to improve service quality and efficiency
- Support root cause analysis and continuous improvement initiatives
- Collaborate with cross‑functional teams to implement solutions and optimize processes

Required Qualifications
- 3–5 years of experience in IT Support, Service Desk, or related roles
- Experience with incident management processes and ITSM tools (e.g., ServiceNow)
- Strong technical knowledge of hardware and software troubleshooting
- Advanced English proficiency (spoken and written)
- Ability to work on‑site and manage multiple priorities in a fast‑paced environmen

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at945

📌 IT Support and Analytics Analyst (Colombia)
🏢 Marsh Risk
📍 Colombia