Analista Mesa de Ayuda en Sitio - Medellín

SoftwareONE; Medellín; Presencial; COP 10.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

A leading global software company is seeking an On-site Help Desk professional in Medellín. The role involves managing service requests, resolving technical issues, and providing user support. Candidates should have a relevant educational background and experience in help desk environments. The company offers a supportive work culture, employee recognition programs, and opportunities for personal development.

Servicios

Employee recognition programs

A variety of training and development opportunities

Work-life balance

Referral bonus program

Formación

• Experience and knowledge performing as an on-site help desk.
• Ability to handle service requests by phone, email, or web.
• Familiarity with escalations for unresolved incidents.

Responsabilidades

• Manage service requests and provide direct user support.
• Investigate and resolve technical issues promptly.
• Document incidents and suggest IT procedure improvements.

Conocimientos

Experience with ticketing and incident management tools

Basic hardware, software, and Office 365 support

First-level incident handling and resolution

User password administration

Basic knowledge of networks and connectivity

Educación

Technician/Technologist/Professional in Systems Engineering

Descripción del empleo

Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation.

The Role

We are thrilled to announce an opportunity to join our team as On-site Help Desk - Medellín at SoftwareOne.

Scope: Full-time | Office: Medellín | On site

How a day to day would look like in this role:

• Handle, manage, and respond to service requests received by phone, email, or web, including direct user contact.
• Escalate incidents to the second level when they cannot be resolved in the first contact and follow up until closure.
• Investigate, analyze, and resolve technical issues within established timelines, also managing user passwords.
• Document incidents, confirm resolution with the user, and propose improvements to IT procedures to optimize service.

What We Need to See from You

Profile: Technician/Technologist/Professional in Systems Engineering, Electronic Engineering, Software Engineering or related careers. With experience and knowledge performing as an on-site help desk.

Required Skills:

• Experience with ticketing and incident management tools (e.g., ServiceNow, Jira, Remedy).
• Basic hardware, software, and Office 365 support (email, Teams, SharePoint, OneDrive).
• First-level incident handling, resolution, and documentation.
• User password administration and reset, with basic knowledge of networks and connectivity.

Availability for rotating shifts

Why Should You Join Our Team?

• Creative culture with lived what we value for an appreciative and supportive work environment.
• Employee recognition programs.
• A variety of training and development opportunities.
• Work-life balance.
• Referral bonus program.
• Multicultural interaction.
• Contribution to society through employee initiatives.
• Corporate events.
• Newest technologies for our clients and colleagues.
• And much more!

At SoftwareOne, we are committed to providing an environment of mutual respect in which equal employment opportunities are available to all applicants and team members regardless of race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.