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
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.
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 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.
Experience with ServiceNow.
Experience with Cisco WebEx.
Experience with Bomgar / BeyondTrust Remote Support or a similar remote-support platform.
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📌 Information Technology Help Desk (Bogotá)
🏢 Pyramid Consulting
📍 Bogotá