Global 24/7 IT Service Desk Analyst - Bilingual EN/ES

Auxis; Bogotá; Presencial; COP 33.480.000 - 60.264.000; Jornada completa

Descripción de la vacante

Auxis seeks a Senior Service Desk Analyst to join our IT support team in Bogotá. You will provide Tier 1 technical support across a 24/7/365 desk, handling incidents and requests with a focus on high customer satisfaction.

The role requires bilingual English/Spanish communication, mentorship of junior analysts, and strong documentation in ServiceNow. You will troubleshoot hardware, software, and network issues on macOS and Windows, contribute to Knowledge Base articles, and handle

Formación

• Proficiency in English and Spanish (Oral and writing at a high level), minimum B2+ in both languages.
• A high school degree is a prerequisite for this position.
• ITIL Foundation certification or practical ITIL knowledge.
• 3-5 years of technical support experience with ITIL practices.

Responsabilidades

• Provide Tier 1 technical support for end users across a 24/7/365 service desk operation.
• Work morning, evening and weekend shifts based on work schedules.
• Act as a mentor to junior Service Desk Analysts, providing guidance and knowledge sharing.
• Diagnose, troubleshoot, and resolve hardware, software, and application issues on macOS and Windows.
• Utilize ServiceNow to document and track Incidents, Requests, and escalations per SLAs.
• Create, review, and maintain Knowledge Base articles to improve first contact resolution.
• Support VPN connectivity and remote access solutions.
• Utilize remote support tools to resolve end user issues.
• Adhere to data security policies and information security best practices.
• Deliver high level of customer service and identify opportunities for process improvement.
• Collaborate with GTech team to resolve complex issues promptly.
• Adapt quickly to new technologies and processes in a fast-paced IT environment.

Conocimientos

Bilingual English/Spanish (B2+)

Customer service orientation

Problem-solving

Ability to work under pressure

Mentorship/coaching

Shift flexibility

Team collaboration

Educación

High school diploma

Herramientas

ServiceNow

Remedy

Jira Service Management

Active Directory

Microsoft 365

Descripción del empleo

Auxis seeks a Senior Service Desk Analyst to join our IT support team in Bogotá. You will provide Tier 1 technical support across a 24/7/365 desk, handling incidents and requests with a focus on high customer satisfaction.

The role requires bilingual English/Spanish communication, mentorship of junior analysts, and strong documentation in ServiceNow. You will troubleshoot hardware, software, and network issues on macOS and Windows, contribute to Knowledge Base articles, and handle