About Us
Ready to rock the future with us? At Hellmann we put our people at the heart of everything we do, because for us, relationship matters. Joining us does not just mean becoming part of a integral company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring, Entrepreneurial, Forward-Thinking and Reliable. These values resonate with yours? Then become part of our FAMILY that consists of around 10.000 employees in more than 200 locations worldwide.
For the better. Together.

The ISS Service Desk & Devices Support Agent is responsible for providing comprehensive IT support across endpoint management and service desk operations. This role combines technical expertise in device lifecycle management (installation, configuration, patching, imaging, inventory) with strong customer service skills for first- and second-level support. The position ensures efficient resolution of incidents, proactive maintenance of devices, and adherence to SLAs,



while promoting innovation and continuous improvement in IT support processes.
Service Desk Operations.

▪ Provide first and second-level support for hardware and software issues via phone, chat, and ITSM tools.
▪ Monitor and manage ticket queues, ensuring timely resolution within SLA.
▪ Serve as primary communication point for end users, providing updates and ensuring customer satisfaction.
▪ Monitor the IT Infrastructure Monitoring Platform and escalate alerts as needed.
▪ Monitor phone queue and ensure all customers’ calls are attended, documented, and resolved.
▪ Document standards and SOPs for IT Support in the Knowledge Management Database.
▪ Provide on-call support after hours and weekends as required.
Endpoint Management.
▪ Install, configure, and maintain desktops, laptops, and mobile devices within established standards.
▪ Deploy and manage computer images using the Device Management solution; maintain security patches and software up

📌 ISS Service Desk and Devices Support Agent (Bogotá)
🏢 Hellmann Worldwide Logistics
📍 Bogotá