End User Support Analysts provide technical support to local and remote users via telephone, email, interaction and/or remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.
Responsibilities
- Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system.
- Prioritize own workflow to meet deadlines as assigned by the leadership team.
- Provide technical assistance to end-users and/or guidance to acquire resolution within established SLAs.
- Efficiently image, install, test and maintain desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications.
- Proactively contact end users with follow-up telephone calls, IM or email messaging or direct personal interaction.
- Establish a proficiency in the applications, system interface, tools, and processes within the department's scope.
- Develop proficiency in the business support processes that drive the applications within the department’s scope.




- Participate in small and large-scale PC-related projects.
- Coordinate and perform PC equipment moves as requested by Facilities management.
- Collaborate with Asset Processing team to manage hardware and software inventory.
- Create, maintain, and adhere to required departmental SOPs as assigned by the leadership team.
- Assist Service Desk Analysts with technical service request escalations.
- Provide hands‑on support for Engineering and System Admin teams, as requested.
- Participate in on‑call support rotation, including additional night and/or weekend hours.
- Be available to travel, as requested.

Minimum Requirements
- 1-2 years of PC hardware/software technical support experience.
- Minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience.
- Minimum 2 years of experience supporting mobile devices.
- Excellent customer experience, communication and collaboratio

📌 Desktop Support Analyst 1 (Bogotá)
🏢 Asurion
📍 Bogotá