HCLTech Bogota, D.C., Capital District, ColombiaService Support DeskHCLTech Bogota, D.C., Capital District, ColombiaProvide 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 / usage of Knowledge Articles.Technical RequirementsPhone support experience necessary.Technical helpdesk or technical call center experience is necessary.Disciplined, systematic problem-solving skills required.Hands-on work experience with the following:Windows Operating systems.Clients: Windows 10.
Knowledge of MAC (Good to have).
Experience and knowledge of supporting Google Suite like Gdrive, Gmeet, Gmail etc.ITSM ticketing tools such as Remedy, HP Service Center, Service Now.Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.Knowledge of Clinical apps like Cerner, All Scripts, "eHR".
VPN and remote dial-in users.Support for laptops, desktops, and printers.Smartphone Support - iPhone and Android.Others: Adobe Acrobat and other common desktop applications like Winzip, etc.Soft SkillsCan fluently communicate, read, and write in English to a minimum standard of C1 ("Effective operational proficiency or advanced") based on Common European Framework of Reference for Languages.Excellent communication and conversation skills (Verbal and Written).
Should have great customer handling skills.Able to handle unforeseen situations.High level of acceptance.Drive and determination.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionIT System Training and Support
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📌 Service Support Desk (Bogotá)
🏢 HCLTech
📍 Bogotá