Role Summary:
We are looking for highly motivated L1 Service Desk Analysts to act as the first point of contact for all IT-related issues. The idóneo candidate will handle user requests via phone, chat, or email, provide basic troubleshooting, log and classify incidents, and escalate complex issues as needed. A strong customer service mindset, excellent communication skills, and attention to detail are critical for success.

Key Responsibilities:
• • Receive and respond to IT tickets via phone, email, chat, and self-service.
• • Troubleshoot standard hardware/software issues (e.g., password resets, VPN, printers).
• • Log, prioritize, and route incidents in ServiceNow with accurate details.
• • Follow KB articles and troubleshooting scripts to provide first-contact resolution.
• • Ensure SLA targets are met for response time, ticket closure, and escalations.
• • Escalate unresolved issues to L1.5 or L2 with diagnostics included.
• • Maintain high customer satisfaction and professionalism.

Required Skills & Qualifications:
• • Bachelor’s degree or Diploma in Computer Science, IT,



or related field.
• • Strong verbal and written English communication.
• • Familiarity with Windows OS, MS Office, Outlook, and ServiceNow or similar ITSM tools.
• • ITIL Foundation certified (preferred).
• • Willingness to work 24x7 rotational shifts.

Good to Have:
• • Experience with remote troubleshooting tools (e.g., RDP, Bomgar).
• • Basic understanding of Active Directory and MFA systems.
• • Certifications like CompTIA A+ or Microsoft Certified: Fundamentals.

Job Title: L2 – Technical Support Specialist
Organization Name: [Client / MSP Name]
Job Type: Staff Augmentation (12-month contract, extendable)
Base Location: Onsite/Hybrid (Multiple Sites)
Experience: 2–5 Years
Shift Timing: 24x7 Rotational / General Shift (based on project needs)
Prerequisite: Strong hands-on IT support and troubleshooting capabilities
Range of Year Experience - Min Year: 2
Range of Year Experience - Max Yea

📌 Service Desk Analyst (Bogotá)
🏢 Infinite Computer Solutions
📍 Bogotá