Job Function: Services The role:

Bilingual Help Desk Analyst 7*24

Do you enjoy solving technical issues and helping users get back to work quickly?

Do you feel comfortable working with tickets, prioritizing incidents, and providing remote support?

If so, this could be the role for you.

Join our Service Desk team and become a key player in delivering exceptional technology experiences. As a Service Desk Analyst, you will be the first point of contact for users across multiple locations, helping them stay productive by resolving technical challenges with efficiency and care. This is an opportunity to grow your skills in a dynamic, fast-paced Managed Operations environment, where your impact is visible, your voice matters, and your commitment to service excellence makes a difference every day

How a day to day would look like in this role:

- Provide support and resolution for user incidents via phone, email, or ITSM tools.
- Manage the full ticket lifecycle, including logging, prioritization, follow-up, and closure in line with SLAs.
- Perform initial diagnosis and basic troubleshooting for hardware, software, corporate applications, and access issues.
- Escalate cases when needed and document solutions, ensuring clear communication and adherence to operational metrics.

What we need to see from you:
- Technical or Technologist degree in Systems, IT, Computer Science, or related fields.

- Previous experience in remote technical support or Service Desk environments.

- Knowledge of ITSM tools (experience with Aranda is a plus).

- Basic knowledge of Windows operating systems, corporate applications, and office tools.

- Strong communication skills and customer-oriented mindset.

- Availability to work in rotating shifts 7*24

- Upper-intermediate (B2+) conversational English level.

Why join our team?

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Here, your development and well-being truly matter. These five key benefits reflect what sets us apart:





- Comprehensive health and well-being
- Continuous learning and career development
- Performance-based incentives and employee share participation
- Versátil and hybrid work models
- Engagement in integral projects

Why SoftwareOne?:

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

Accommodations:

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [email protected].

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.

📌 Bilingual Help Desk Analyst (Colombia)
🏢 SoftwareONE
📍 Colombia