Help Desk Specialist

LanceSoft, Inc.; Bogotá; Remote; COP 39,060,000 - 55,800,000; Full time

Job summary

A staffing and IT consulting company is seeking a Recruitment Manager based in Bogotá, Colombia. This mid-senior level role requires delivering outstanding customer service, troubleshooting IT issues, and collaborating with IT teams. The ideal candidate will have 1-3 years of experience in customer service or IT helpdesk, be proficient in English, and have a solid understanding of various hardware and software platforms. Experience with tools such as ServiceNow and Cisco WebEx is preferred.

Qualifications

• 1-3 years of experience in customer service or IT helpdesk.
• Extensive experience supporting various hardware/software platforms.
• Ability to prioritize and respond efficiently to tickets.

Responsibilities

• Deliver exceptional customer service through various channels.
• Provide documentation during ticket resolutions.
• Collaborate with other teams to resolve complex issues.

Skills

Customer service

IT helpdesk experience

Advanced English Proficiency (B2-C1)

Troubleshooting skills

Tools

ServiceNow

Cisco WebEx

Bomgar Remote Client

Microsoft Office 365

Job description

Recruitment Manager (Hiring for North America (USA & Canada) and LATAM Regions (Costa Rica, Brazil, Colombia, Mexico etc))

Description: This position’s shift is for Sunday and then Wednesday through Saturday, 11 AM COT to 8 PM COT.

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.


• 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

• CompTIA A+ or Google IT Support Professional certifications.


• Familiarization with Service-Now.


• Familiarization with Cisco WebEx.


• Familiarization with Bomgar/BeyondTrust Remote Support tool or similar.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Administrative

Industries

IT Services and IT Consulting