We are seeking a proactive Help Desk Technician to support daily IT operations and ensure end users can accomplish efficiently business tasks. This role is responsible for receiving, prioritizing, troubleshooting, documenting, and resolving user help requests.

Essential responsibilities:

- Providing first-level technical support: Answering incoming calls, emails, and online chat requests from end-users experiencing technical difficulties.
- Troubleshooting and resolving technical issues: Diagnosing and resolving problems related to hardware, software, network connectivity, printers, peripherals, and other IT equipment.
- Escalating complex issues: Identifying and escalating problems that cannot be resolved at the first level to higher-tier support teams or specialized technicians.
- Performing basic network troubleshooting: Diagnosing and resolving common network connectivity issues.
- Maintaining knowledge base: Contributing to and utilizing a knowledge base to document common issues and solutions, enabling faster resolution times.
- User education and training: Providing basic training and guidance to end-users on the use of software, hardware, and IT systems.
- Following established procedures: Adhering to company policies and procedures regarding IT support and security protocols.
- Prioritizing and managing workload: Effectively managing multiple support requests and prioritizing them based on urgency and impact.
- Communicating effectively: Clearly and concisely communicating technical information to both technical and non-technical users.
- Customer service:



Providing excellent customer service and maintaining a professional demeanor when interacting with end-users.

Required Qualifications:

- 1+ year of experience in Help Desk services, installation, configuration/provisioning and troubleshooting of hardware and software,
- Hands-on experience with: MS Windows 10/11 troubleshooting, Microsoft 365 applications, Active Directory user administration and Remote support tools such as Bomgar
- Basic understanding of networking concepts (VPN, connectivity, DNS, etc.)
- Endpoint systems management tools such Microsoft Intune
- Strong problem-solving skills and customer-focused communication
- English level B1

Knowledge, Skills, and Abilities:

- Strong troubleshooting skills with the ability to diagnose and resolve hardware, software, and connectivity issues.
- Clear written and verbal communication skills when supporting both technical and non-technical users.
- Ability to manage multiple support requests, prioritize tasks, and document resolutions within a ticketing system.
- Ability to conduct research into a wide range of computing issues as required. · Ability to absorb and retain information quickly.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Customer-service mindset with a collaborative approach to working in team-oriented IT environments.

If you enjoy solving technical problems and supporting users in a dynamic environment, we encourage you to apply and join our IT team. Apply now!

📌 IT Helpdesk Analyst (Bogotá)
🏢 EXL
📍 Bogotá