Application Support - Analyst / Soporte de Aplicaciones - Analista

ORACLE FINANCIAL SERVICES SOFTWARE LIMITED; Bogotá; Presencial; COP 16.182.000 - 16.505.640; Jornada completa

Descripción de la vacante

A leading technology company in Bogotá is seeking an Application Support Analyst to provide first-line support for Office 365 applications. Candidates should possess 1–3 years of relevant experience, a Bachelor's degree in a related field, and strong communication skills. This full-time position offers opportunities for growth in a collaborative environment.

Formación

• 1–3 years of experience in an application support/helpdesk or IT service desk role.
• Good understanding and hands-on usage of Microsoft Office 365 suite.
• Basic understanding of system troubleshooting and end-user environments.

Responsabilidades

• Provide L0 support for internal applications and Office 365 tools.
• Handle password resets, account unlocks, and basic access issues.
• Log all user queries and support tickets accurately.

Conocimientos

Communication

Customer Service

English

Spanish

Microsoft Office Tools

Time Management

Educación

Bachelor’s degree in business administration or related field

Office 365 Fundamentals certification

Herramientas

ServiceNow

Jira Service Desk

Descripción del empleo

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Job Description

The Applications Support Analyst is responsible for delivering first-line (L0) support to end-users by resolving basic technical issues, providing usage assistance, and supporting standard applications—including Office 365. The role involves logging issues, troubleshooting, and escalating to higher levels when necessary. The ideal candidate should have hands-on experience with Office 365 applications and strong communication skills. 1–3 years of experience in an application support/helpdesk or IT service desk role

JOB RESPONSIBILITIES/MAIN FUNCTIONS

• Provide L0 support for internal applications and Office 365 tools (Outlook, Word, Excel, Teams, OneDrive, SharePoint, etc.).
• Handle password resets, account unlocks, and basic access issues.
• Offer assistance with application navigation and feature usage.
• Guide users on installation and initial setup of applications.
• Respond to and resolve issues via helpdesk tools, email, chat, and VoIP.
• Maintain and update user documentation, how-to guides, and FAQs.
• Log all user queries and support tickets accurately with sufficient details.
• Categorize and route tickets to relevant teams as per issue severity.
• Follow up on open issues, provide timely updates, and ensure SLA compliance

JOB REQUIREMENTS (EDUCATION, EXPERIENCE, SKILLS, AND CAPABILITIES)

• Bachelor’s degree in business administration or related field preferred.
• Office 365 Fundamentals certification (optional but desirable).
• 1–3 years of experience in an application support/helpdesk or IT service desk role.
• Good understanding and hands-on usage of Microsoft Office 365 suite.
• Familiarity with ITSM tools like ServiceNow, Jira Service Desk, or similar.
• Basic understanding of system troubleshooting and end-user environments.
• Customer service attitude, team player and proactive.
• Ability to work under pressure and time bound projects.
• Knowledge in the operation of laptops/desktops and Microsoft platforms/software (Word, Excel, PowerPoint, and Outlook) .

JOB SKILLS

• Communication
• Customer Service
• English and Spanish
• Microsoft Office Tools
• Time Management

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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