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Job Description

The Applications Support Analyst is responsible for delivering first-line (L0) support to end-users by resolving basic technical issues, providing usage assistance, and supporting standard applications—including Office 365. The role involves logging issues, troubleshooting, and escalating to higher levels when necessary. The adecuado candidate should have hands-on experience with Office 365 applications and strong communication skills. 1–3 years of experience in an application support/helpdesk or IT service desk role

JOB RESPONSIBILITIES/MAIN FUNCTIONS

- Provide L0 support for internal applications and Office 365 tools (Outlook, Word, Excel, Teams, OneDrive, SharePoint, etc.).
- Handle password resets, account unlocks, and basic access issues.
- Offer assistance with application navigation and feature usage.
- Guide users on installation and initial setup of applications.
- Respond to and resolve issues via helpdesk tools, email, chat, and VoIP.
- Maintain and update user documentation, how-to guides, and FAQs.
- Log all user queries and support tickets accurately with sufficient details.
- Categorize and route tickets to relevant teams as per issue severity.
- Follow up on open issues, provide timely updates, and ensure SLA compliance

JOB REQUIREMENTS (EDUCATION, EXPERIENCE, SKILLS, AND CAPABILITIES)

- Bachelor’s degree in business administration or related field preferred.
- Office 365 Fundamentals certification (optional but desirable).




- 1–3 years of experience in an application support/helpdesk or IT service desk role.
- Good understanding and hands-on usage of Microsoft Office 365 suite.
- Familiarity with ITSM tools like ServiceNow, Jira Service Desk, or similar.
- Basic understanding of system troubleshooting and end-user environments.
- Customer service attitude, team player and proactive.
- Ability to work under pressure and time bound projects.
- Knowledge in the operation of laptops/desktops and Microsoft platforms/software (Word, Excel, PowerPoint, and Outlook) .

JOB SKILLS

- Communication
- Customer Service
- English and Spanish
- Microsoft Office Tools
- Time Management

Seniority level

- Seniority level

Entry level

Employment type

- Employment type

Full-time

Job function

- Job function

Information Technology

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📌 Application Support (Bogotá)
🏢 ORACLE FINANCIAL SERVICES SOFTWARE
📍 Bogotá