As a Service Desk Analyst, your primary responsibility is to provide technical assistance and support to end users within the organization. You will serve as the first point of contact for IT-related issues and play a key role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure.

Requirements

- Fluent in English (high proficiency level required).

- Currently pursuing or holding an associate or bachelor’s degree in information technology or a related field.

- Minimum of 1+ year of experience in a technical support role.

- Strong technical knowledge of:

- Computer hardware

- Software

- Networking concepts

- Proficient in troubleshooting common hardware and software issues.

- Knowledge of:

- Office 365

- Active Directory

- Antivirus solutions

- Familiarity with ticketing systems and remote support tools.

- Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.

- Strong problem-solving skills and attention to detail.

- Ability to prioritize and manage multiple tasks effectively.

- Flexibility to work afternoon shifts and weekends.

- Schedule flexibility.

- Availability to work onsite at our offices in Barranquilla,



Colombia / San Pedro, Costa Rica.

Nice to Have

- IT certifications (e.g., CompTIA A+, Microsoft Certified Professional).

- Basic knowledge of SAP.

Responsibilities

- Respond to incoming support requests via phone, email, or ticketing system, providing timely and effective technical assistance.

- Diagnose and troubleshoot hardware and software issues, including:

- Desktops and laptops

- Printers

- Mobile devices

- Peripherals

- Assist users with software installations, upgrades, and basic configurations.

- Manage user accounts, permissions, and access rights.

- Collaborate with other IT team members to resolve complex technical issues.

- Escalate unresolved issues to appropriate teams or vendors following established procedures.

- Follow up with end users to ensure issues are resolved satisfactorily.

- Document all support activities, including:

- Troubleshooting steps

- Issue resolutions

- Knowledge base updates

- Maintain and update inventory of IT assets (hardware, software licenses, peripherals).

- Stay up to date with emerging technologies and continuously improve technical skills.

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📌 Service Desk Analyst (Barranquilla)
🏢 Tech CRG
📍 Barranquilla