End User Support Analysts provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.Primary Function:

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction &/or with 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
- Prioritizes own workflow to meet deadlines as assigned by the leadership team
- Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs
- Efficiently images, installs, tests and maintains 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
- Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope
- Develops proficiency in the business support processes that drive the applications within the department’s scope
- Participates in small and large scale PC-related projects
- Coordinates and performs PC equipment moves as requested by Facilities management
- Collaborates with Asset Processing team to manage hardware and software inventory
- Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team
- Assists Service Desk Analysts with technical service request escalations
- Provides hands-on support for Engineering and System Admin teams, as requested
- Participates in on-call support rotation, including additional night and/or weekend hours
- Available to travel, as requeste

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