We're Hiring: IT Helpdesk / Service Desk Analyst | Colombia

We are looking for an IT Helpdesk / Service Desk Analyst with strong technical troubleshooting skills and excellent English communication to join our team.

Location: Bogota - Colombia

Training: 2 weeks | 6:00 AM – 3:00 PM Colombia Time

Regular Shift After Training: 11:00 AM – 8:00 PM Colombia Time

Experience: 1–3 years

Key Responsibilities

- Provide prompt, courteous, and efficient IT support through phone calls, chat, and email.
- Respond to and manage helpdesk tickets within established SLAs.
- Troubleshoot hardware, software, and operational issues.
- Prioritize high-urgency and high-priority tickets appropriately.
- Escalate complex issues to the appropriate IT teams when required.
- Guide users through troubleshooting using tools such as Microsoft Teams, Cisco WebEx, ServiceNow, and Bomgar/BeyondTrust.
- Maintain detailed documentation of troubleshooting steps, resolutions, and escalations.
- Collaborate with analysts, senior technicians, and management to resolve complex technical issues.




- Support end users across desktops, laptops, printers, peripherals, and mobile devices.

Minimum Requirements

- 1–3 years of experience in IT Helpdesk, Service Desk, Technical Support, or a similar role.
- Advanced English proficiency (B2–C1).
- Hands-on experience supporting a variety of hardware and software platforms.
- Experience with Windows 11 and macOS.
- Knowledge of Active Directory.
- Experience supporting Microsoft Office 365 / Microsoft 365.
- Experience troubleshooting desktops, laptops, printers, peripherals, and mobile devices.
- Strong customer service, communication, troubleshooting, and problem-solving skills.

Preferred Qualifications

- Bachelor's degree in IT, Computer Science, or a related field.
- CompTIA A+ or Google IT Support Professional Certificate.
- Experience with ServiceNow.
- Experience with Cisco WebEx.
- Experience with Bomgar / BeyondTrust Remote Support or a similar remote-support platform.

📌 Information Technology Help Desk (Bogotá)
🏢 Pyramid Consulting
📍 Bogotá