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