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 environme

📌 IT Support and Analytics Analyst (Bogotá)
🏢 Marsh
📍 Bogotá