We are looking for highly motivated L1 Service Desk Analysts to act as the first point of contact for all IT-related issues. The adecuado candidate will handle user requests via phone, chat, or email, provide basic troubleshooting, log and classify incidents, and escalation 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.
- Willingness to work in 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.

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