Aprio Colombia - Service Desk Analyst

Lever, Inc.; Medellín; Hybrid; COP 24.000.000 - 42.000.000; Vollzeit

Zusammenfassung

Aprio's information Technology team in Medellín seeks a Service Desk Analyst to be the first point of contact for users needing assistance with hardware, software, and network issues.

You will log, diagnose, and resolve basic problems, escalate complex cases, and maintain clear communication while delivering strong customer service. The role requires shift availability and on-site presence with periodic remote support.

Qualifikationen

• High school diploma or equivalent; IT certifications preferred.
• Entry-level IT support experience or internships welcomed; training provided.

Aufgaben

• First-Line Support: assist users via phone, email, or ticketing systems.
• Ticket Management: log and track service requests in the IT service management platform.
• Issue Resolution: diagnose and resolve simple technical problems using established procedures.
• Escalation: route complex issues to Level 2 with proper documentation.
• Customer Service: communicate clearly and provide updates on requests.
• Knowledge Management: contribute to the knowledge base with known issues and solutions.
• Follow-up: ensure tickets are resolved and users are satisfied.
• User Onboarding/Offboarding: set up accounts and deactivate departing staff as required.
• System Monitoring: perform routine checks and report anomalies.
• Policy Adherence: follow security and privacy guidelines.

Kenntnisse

IT basics

Windows & macOS

Network concepts

O365 Admin

InTune & Azure

Customer service

Problem solving

Communication

Ausbildung

High school diploma

IT certifications preferred

Tools

O365 Admin

InTune

Azure

Jobbeschreibung

Work with a Top 20 CPA and advisory firm that Accounts for Anything. Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.

Join Aprio's information Technology team and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a Service Desk Analyst to join their dynamic team.

A Service Desk professional forms the foundation of an organization's IT support structure. As the first point of contact for users experiencing technical issues or seeking assistance, this role is pivotal in ensuring smooth day-to-day operations and delivering excellent customer service. The Service Desk technician is responsible for logging, diagnosing, and resolving basic technical problems, escalating more complex issues, and maintaining clear communication throughout the resolution process.

Position Responsibiltiies

• First-Line Support: Offer initial assistance to users via phone, email, or ticketing systems. Address common issues such as password resets, software installation, printer problems, and basic network troubleshooting.
• Ticket Management: Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket.
• Issue Resolution: Diagnose and resolve simple technical problems following established procedures and scripts. Provide step-by-step guidance to users to resolve routine issues.
• Escalation: Identify situations requiring advanced technical expertise and escalation tickets to Level 2 or appropriate support teams, providing all necessary documentation and background.
• Customer Service: Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding. Deliver consistent updates on the status of their requests.
• Knowledge Management: Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization's knowledge base.
• Follow-up: Ensure all tickets are resolved in a timely manner, following up with users to confirm resolution and satisfaction, and closing tickets upon completion.
• User Onboarding and Offboarding: Facilitate the onboarding of new hires by preparing accounts, devices, and access to essential systems. Ensure that departing staff’s accounts are deactivated securely and that devices and data are properly managed in accordance with organizational policies.
• System Monitoring: Perform routine checks on critical IT systems as directed, reporting anomalies or failures to higher-level support staff.
• Adherence to Policies: Follow company protocols, security procedures, and data privacy guidelines at all times.

Requirements

• Technical Knowledge: Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, common applications, O365 Admin, InTune and Azure.
• Communication Skills: Ability to communicate technical concepts to non-technical users in clear, straightforward language.
• Problem-Solving: Logical approach to troubleshooting and resolving common technical issues.
• Customer Service Orientation: Friendly, patient, and professional demeanor in all user interactions.
• Organizational Skills: Efficient time management and ability to prioritize multiple requests.
• Team Collaboration: Willingness to work with other IT staff and support teams.
• Adaptability: Comfortable working in a fast-paced environment and adapting to new technologies and processes.

Education

• High school diploma or equivalent required. Relevant IT certifications (e.g., CompTIA IT Fundamentals, A+) are preferred but not mandatory.

Experience

• Prior customer service experience is highly beneficial. Entry-level IT support experience or internship is desirable but not essential; comprehensive training is often provided.

Working Environment

• Hours: May require shift work, including evenings, weekends, and holidays, to provide 24/7 or extended coverage.
• Location: Work is performed in an office environment; it's necessary go to the office 3 times in a week.

Why work for Aprio:

Whether you are just starting out, looking to advance into management or searching for your next leadership role, Aprio offers an opportunity to grow with a future-focused, innovative firm.

What’s in it for you:

• Working with an industry leader: Be part of a high-growth firm that is passionate for what's next.
• An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients.
• A great team: Work with a high-energy, passionate, caring, and ambitious team of professionals in a collaborative culture.
• Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.
• Competitive compensation: You will be rewarded with competitive compensation.

EQUAL OPPORTUNITY EMPLOYER

Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.