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. The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across general time zones. paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones.

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.

Responsibilities:
- Provide Tier 1 technical support for end users across a 24/7/365 service desk operation
- Work morning, evening and weekend shifts based on work schedules
- Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and follow industry best practices
- Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs
- Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities
- Support VPN connectivity, remote access solutions
- Utilize remote support tools to resolve end user issues
- Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices
- Deliver a high level of customer service while identifying opportuni

📌 Service Desk Analyst (Bogotá)
🏢 Auxis
📍 Bogotá