Analista de Soporte IT — Microsoft 365 | Hybrid

SoftwareOne; Bogotá; Hybrid; COP 78,463,000 - 122,054,000; Full time

Benefits offered by this job

Comprehensive health and well-being

Continuous learning and career develop

Performance-based incentives

Employee share participation

Flexible and hybrid work models

Job summary

SoftwareOne is seeking a Help Desk Support Analyst to serve as the main contact between users and the technology team, delivering first-level support and guiding users through Microsoft 365, Windows, and corporate tools. You will manage incidents and service requests, document solutions, and contribute to knowledge management to improve the user experience.

The role emphasizes proactive communication, collaboration, and a strong service mindset.

Qualifications

• Technical or technological education in Information Systems, Computer Science, Information Technology, or related fields.
• Experience in Help Desk, Service Desk, or end-user technical support, managing incidents and service requests.
• Knowledge of the Microsoft 365 ecosystem, particularly Outlook, Teams, OneDrive, SharePoint, and Office applications, as well as Windows and corporate tools.
• Knowledge of Help Desk processes including ticket logging, categorization, prioritization, tracking, escalation, resolution, and closure.
• Familiarity with IT Service Management (ITSM) tools. Knowledge of Aranda and ITIL best practices will be valued.

Responsibilities

• Provide first-level support to users, identifying their needs and delivering clear and timely solutions to incidents and service requests.
• Manage tickets throughout their lifecycle, from logging, categorization, and prioritization to resolution, escalation, and closure, following established Help Desk processes.
• Diagnose and resolve issues related to Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications, as well as Windows, user access, and corporate applications.
• Escalate incidents that require specialized support, providing complete and accurate information and actively collaborating with other support teams to facilitate resolution.
• Document solutions, procedures, and recurring incidents, contributing to knowledge management, continuous service improvement, and an enhanced user experience.

Skills

Microsoft 365 knowledge

ITIL knowledge

ITSM tools familiarity

Education

Technical or technological education in Information Systems/Computer Science/Information Technology

Tools

Aranda

Job description

SoftwareOne is seeking a Help Desk Support Analyst to serve as the main contact between users and the technology team, delivering first-level support and guiding users through Microsoft 365, Windows, and corporate tools. You will manage incidents and service requests, document solutions, and contribute to knowledge management to improve the user experience.

The role emphasizes proactive communication, collaboration, and a strong service mindset.