First-Line IT Support Analyst — Help Desk Pro

CBTW Americas; Bogotá ciudad; Presencial; COP 18.000.000 - 28.000.000; Jornada completa

Descripción de la vacante

CBTW Americas seeks a motivated Level 1 Support Analyst to be the first point of contact for employees' technical issues. You will diagnose and resolve hardware, software, and network problems to keep teams productive, deliver timely solutions, and maintain a professional support experience.

Responsibilities include logging and prioritizing incidents in our ITSM tools, basic troubleshooting for Windows and macOS, Microsoft 365, and Google Workspace, plus assisting with account management and

Formación

• At least 2 years in a call center, IT help desk, or service desk.

Responsabilidades

• Serve as the primary point of contact for IT support requests via phone, email, and ticketing system.

Conocimientos

English fluency

Windows

macOS

Microsoft 365

Google Workspace

ITSM tickets

Zendesk

Jira Service Management

ServiceNow

Customer service

Problem solving

Educación

Associate's or Bachelor's degree in IT/CS

ITIL Foundations

CompTIA A+/Network+

Herramientas

Zendesk

Jira Service Management

ServiceNow

Microsoft 365 admin

Descripción del empleo

CBTW Americas seeks a motivated Level 1 Support Analyst to be the first point of contact for employees' technical issues. You will diagnose and resolve hardware, software, and network problems to keep teams productive, deliver timely solutions, and maintain a professional support experience.

Responsibilities include logging and prioritizing incidents in our ITSM tools, basic troubleshooting for Windows and macOS, Microsoft 365, and Google Workspace, plus assisting with account management and