Service Desk Analyst Bilingüe
Hybrid| Medellín, Colombia
Are you passionate about solving complex technical issues and providing an exceptional service experience?

Do you enjoy investigating incidents, troubleshooting, and taking ownership until you find a solution?
Are you motivated by working with integral technical teams and contributing to the operational continuity of our users?

Join our support team and help ensure the operational continuity of our users. In this role, you will be responsible for receiving L1 escalations, investigating and resolving complex technical issues, taking ownership of tickets through resolution, and collaborating with L3 teams and other technical areas when necessary.

Responsibilities:• Resolve incidents escalated from L1 by performing advanced troubleshooting and taking ownership through resolution for users across LATAM and North America.

• Provide support and administration for ServiceNow, Active Directory, Microsoft Intune, Windows operating systems, infrastructure, and corporate tools.

• Manage patching, updates, configurations,



and monitoring, identifying and addressing technical alerts and incidents.

• Investigate complex issues, determine when escalation to L3 is required, and collaborate with L1, L3, and other technical teams across LATAM, NORAM, and other regions.

• Create technical documentation and knowledge base articles, share knowledge, and contribute to continuous process improvement.

Job Requirements • Technical, technological, or professional degree in Systems, Computer Science, Information Technology, or related fields.

• Experience in technical support or service desk environments, preferably at Level 2, including handling escalations.

• Knowledge of Windows, Active Directory, Microsoft Intune, ServiceNow, and support and infrastructure tools.

• Knowledge of patching, updates, configurations, monitoring, and endpoint management.

• Advanced English, effective communication, proactivity, autonomy, adaptabi

📌 Service Desk Analyst Bilingüe (Colombia)
🏢 SoftwareONE
📍 Colombia