Analista de Soporte Mesa de Ayuda

SoftwareOne; Bogotá; Hybride; COP 78 463 000 - 122 054 000; Plein temps

Avantages offerts par ce poste

Comprehensive health and well-being

Continuous learning and career develop

Performance-based incentives

Employee share participation

Flexible and hybrid work models

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Microsoft 365 knowledge

ITIL knowledge

ITSM tools familiarity

Formation

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

Outils

Aranda

Description du poste

Help Desk Support Analyst

Do you enjoy solving technology challenges and helping people continue their work efficiently? Are you motivated by listening to users, understanding their needs, and finding clear and timely solutions? Do you consider yourself proactive, curious, and eager to learn, collaborate, and find solutions? This position promotes the inclusion of people with disabilities. As a Help Desk Support Analyst, you will be a key point of contact between users and the technology team, helping provide a responsive, efficient, and reliable support experience. You will manage incidents and service requests, provide first-level support, and assist users in resolving technology-related needs, particularly within the Microsoft 365 ecosystem. We are looking for someone with initiative, curiosity, and a strong service mindset who enjoys learning, collaborating with others, and taking action to drive solutions while maintaining clear communication and an excellent user experience.

• 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.

Job Requirements

• 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.

Why join our team?

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Here, your development and well-being truly matter. These five key benefits reflect what sets us apart:

• Comprehensive health and well-being
• Continuous learning and career development
• Performance-based incentives and employee share participation
• Flexible and hybrid work models
• Engagement in global projects

Company description

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.