Help Desk Analyst

LanceSoft, Inc.; Bogotá ciudad; A distancia; COP 18.000.000 - 30.000.000; Jornada completa

Descripción de la vacante

LanceSoft, Inc. is seeking an IT Help Desk specialist based in Bogota with remote work flexibility. The role involves first-level IT support across hardware, software, and networks, handling calls, chats, and email, and meeting SLA targets.

Training is provided for two weeks, followed by a shift from 11 am to 8 pm Colombia time. Strong English (B2-C1) and experience with Windows 11, Office 365, Active Directory, and common helpdesk tools are required.

Formación

• 1–3 years of experience in customer service or IT helpdesk.
• Advanced English Proficiency (Level B2-C1).
• Experience supporting hardware and software across desktops, laptops, printers, and mobile devices.

Responsabilidades

• Deliver prompt, courteous support via phone, chat, and email.
• Respond to tickets and escalate when needed.
• Guide users through troubleshooting using Teams, ServiceNow, Cisco WebEx, Bomgar; document resolutions.
• Collaborate with IT team to resolve hardware, software, and operational issues within SLAs.

Conocimientos

IT support

Customer service

English proficiency

Educación

Bachelor's degree

Herramientas

ServiceNow

Bomgar/BeyondTrust

Cisco WebEx

Active Directory

Office 365

Descripción del empleo

Start/End Dates: 9/25/2026 - 9/24/2027

Worker Location: Bogota Colombia (Remote)

Job Title: IT Help Desk - IT Help Desk

Job Description: We would train for 2 weeks 6 am - 3 pm Colombia time and then after training, one would switch to 11 am to 8 pm Colombia

Responsibilities

• Deliver prompt, courteous, and efficient customer service, ensuring an exceptional customer experience for every client through phone calls, chats, and email.
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.
• Utilize a variety of communications tools and methods to guide users through the troubleshooting process. (i.e. Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.
• Analyze and resolve hardware, software and operational issues within our service level agreements.

Minimum Requirements:

• 1 – 3 years of experience in customer service or IT helpdesk experience.
• Advanced English Proficiency (Level B2-C1)
• Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 11, Mac OS X, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone).

Preferred Requirements:

• Bachelor’s degree
• CompTIA A+ or Google IT Support Professional certifications
• Familiarization with Service-Now
• Familiarization with Cisco WebEx
• Familiarization with Bomgar/BeyondTrust Remote Support tool or industry-like