Job Summary
This role is a key part of our end-user support function and is focused on delivering high-quality, customer-centric IT support to employees across multiple regions.
You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction. The role operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores. You will be working with other Service Desk agent peers located in three strategic regional centers.
The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation.
Responsibilities
Customer Support & Service Excellence
· Deliver professional, friendly, and effective first-line IT support to end users
· Maintain a high level of customer satisfaction (CSAT) by setting clear expectations and providing timely updates




· Ensure all interactions meet internal service quality standards
· Handle user communications with empathy, clarity, and professionalism
· Handle VIP and all other escalations ensuring timely response and proactive updates until resolution.
Incident & Request Management
· Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow
· Work in a KPI and SLA-driven environment, ensuring adherence to response and resolution targets
· Perform initial diagnosis and troubleshooting for technical issues
· Resolve Level 1 capable Incidents/Requests
· Escalate complex issues to L2/L3 support teams with clear and complete documentation
· Follow ITIL-aligned processes for Incident, & Request, and Knowledge Management
Technical Support Scope
· Provide Level 1 support for:
· Windows 11 and Apple Mac OS endpoints
· Microsoft 365 applications (Outlook, Teams, OneDrive, Shar

📌 Service Desk Analyst (Bogotá)
🏢 Auxis
📍 Bogotá