Bilingual IT Service Desk Analyst – First Line Support

Auxis; Bogotá; Presencial; COP 20.088.000 - 26.784.000; Jornada completa

Descripción de la vacante

Auxis is seeking a bilingual IT Service Desk professional to deliver first‑line support to end users across regions. You will log incidents, perform basic diagnostics, and document resolutions in ServiceNow.

The role emphasizes customer satisfaction, knowledge management, and adherence to ITIL processes. Requirements include 1–3 years in technical support, proficiency in English and Spanish, and familiarity with Microsoft 365, Active Directory, and ITSM tools.

Formación

• Must have a high school diploma.
• 1-3 years of technical support experience with ITIL practice awareness.

Responsabilidades

• Provide first-line IT support to end users in a multinational setting.
• Log, categorize, prioritize and resolve incidents using ITSM tools.
• Create and maintain knowledge base articles in ServiceNow.
• Follow ITIL-aligned processes for Incident and Request management and escalate when needed.

Conocimientos

Bilingual English/Spanish

Customer service mindset

ITIL knowledge

Educación

High school diploma

Herramientas

ServiceNow

Remedy

Jira Service Management

Windows OS

macOS

Microsoft 365

Active Directory

Descripción del empleo

Auxis is seeking a bilingual IT Service Desk professional to deliver first‑line support to end users across regions. You will log incidents, perform basic diagnostics, and document resolutions in ServiceNow.

The role emphasizes customer satisfaction, knowledge management, and adherence to ITIL processes. Requirements include 1–3 years in technical support, proficiency in English and Spanish, and familiarity with Microsoft 365, Active Directory, and ITSM tools.