Analista de Suporte - Help Desk | Microsoft 365 Expert

SoftwareOne; Bogotá; Hybride; COP 32 000 000 - 52 000 000; Plein temps

Avantages offerts par ce poste

Health & wellbeing

Learning & career development

Incentives & ESOP

Flexible & hybrid work

Global project exposure

Résumé du poste

SoftwareOne in Bogotá seeks a Help Desk Support Analyst to be the first point of contact for users, delivering timely, clear solutions and excellent service within the Microsoft 365 ecosystem. You’ll handle incidents and service requests, from logging to closure, and collaborate with IT teams to resolve issues related to Outlook, Teams, SharePoint, OneDrive, and Windows.

You should have technical education in Information Systems or related fields and experience in Help Desk or service desk

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

Help Desk experience

Microsoft 365

Formation

IT/CS related degree

Outils

ITSM tools

Aranda

ITIL

Description du poste

SoftwareOne in Bogotá seeks a Help Desk Support Analyst to be the first point of contact for users, delivering timely, clear solutions and excellent service within the Microsoft 365 ecosystem. You’ll handle incidents and service requests, from logging to closure, and collaborate with IT teams to resolve issues related to Outlook, Teams, SharePoint, OneDrive, and Windows.

You should have technical education in Information Systems or related fields and experience in Help Desk or service desk