**Job Information**: Industry - Employment - Recruiting - StaffingSalary - COP 2.000.000 - 4.000.000Work Experience - 1-3 yearsLocation - ColombiaFunctional Expertise (Verticals) - Information TechnologyCity - UsaquenState/Province - Bogota, D.C.Country - ColombiaZip/Postal Code - 110111- We’re looking for an - **IT Service Desk Analyst Level 1** who provides 1st-level technical assistance to all users concerning computer hardware and software, including printing, software installation, word processing, electronic mail, and operating systems locally or remotely. **Here's an overview** - Employment Type: Full-time - Schedule: Day shift - Work Arrangement: Onsite, Bogota, Colombia **What will I do in this job?** - Perform diagnosis and troubleshooting of issues aimed towards resolution/fulfillment of a ticket - Provide timely and accurate support of incidents and requests while maintaining a balance of overall work team responsibilities. - Analyze, diagnose and resolve end user problems and suggest corrective solutions. Extend remote support for other site users. - Analyze the performance of hardware and software interfaces and identifies alternatives for optimizing the usage of computer resources - Complete service requests regarding software and hardware problems. Ticket handling & SLA Management - Categorize and prioritize tickets based on Impact, Urgency and relative Service affected, leading to appropriate SLA target response and resolution times - Manage the entire service request process ensuring adherence to SLA - Execute service requests as per the SLA - Inform/Escalate to the appropriate management level issues that are near beaching SLA or requiring immediate attention - Endorse/Escalate tickets to the appropriate functional/resolver group - Tracks the progress of tickets during its entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Ticket records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself) Communications & Documentation- Communicates the status of tickets directly with the customer based on defined SLAs - Document processes and procedures for maintenance and support - Manage and maintains the department’s technical documentation and reports - Should have IT Technical knowledge and be able to communicate effectively with other teams. - Work with internal and external teams to ensure requests are completed. - Process and send IT reports - Suggest and implement service improvements Collaboration- Responsible for installation, setup, rollout & maintenance of the company's IT infrastructure - Participate in cross-functional projects, development of strategic plans for the desktop and network platform - Design, install & repair station cabling/jacks as needed on servers, desktops, routers, switches, network equipment etc - Assist in maintenance activities and disaster recovery testing - Collaborating with Level 2 IT Service Desk for anti-virus compliance for all desktop platforms - Secondary support for anti-virus management including local desktop firewall component - Support and manage Active Directory environments, Servers and Workstations - Strong knowledge of malware remediation, hardware and software installations, upgrades and troubleshooting - Provide assistance or respond on after office calls support should necessary - Participate in rotational 24x7 support Our employees are one of the keys to our success, therefore we make sure that our company culture remains diverse and always ready to celebrate unique skill sets. Empower your career aspirations! Send your CV or resume today. **Requirements**: - A background in three or more of the following: - Windows 10/7/2000/XP/Vista Desktop support - Microsoft Internet Explorer/Office/Outlook - Avaya or Nortel telephony o Windows Server 2000/2003 support and administration - Microsoft IIS, ISA or Exchange o Active Directory 2000 / 2003 - Local Area Networks (Cisco or 3Com) - Wide Area Networks - Knowledge in TCP / IP - ITIL experience and qualification would be an advantage - Additional language skills to a technical level would be an advantage. Personal Competency - Strongly customer service oriented - Good command of oral and written English - Must have interpersonal communication skills and a pleasant demeanor - Ability to carry out technical diagnosis/analysis - Assertiveness - Resourceful - Engaging internal (core teams) and external stakeholders (client/client staff) - Have a flexible attitude and wide knowledge of IT - Willingness to rotate shifts, as needed - Ability to perform light hand activity work at a computer station in an office environment. **Benefits**: - HMO coverage - Prime Office Location - Standard government and Emapta benefits - 20 days annual leave - Career growth opportunities - Diverse and supportive work environment - Fun employee engag