Helpdesk Analyst: Quick, Friendly IT Support

EXL; Bogotá; Presencial; COP 27.900.000 - 44.640.000; Jornada completa

Descripción de la vacante

EXL in Bogotá, Colombia is seeking a proactive Help Desk Technician to support daily IT operations, enabling end users to accomplish business tasks efficiently.

You will handle incoming requests, troubleshoot hardware and software, and document resolutions while maintaining security protocols.

This role requires 1+ year of experience in help desk, familiarity with Windows 10/11, Microsoft 365, Active Directory, and Bomgar.

Formación

• 1+ year of experience in Help Desk services.
• Hands-on with Windows 10/11 troubleshooting, Microsoft 365, Active Directory, and Bomgar.
• Basic networking concepts: VPN, connectivity, DNS.
• Endpoint management with Microsoft Intune.
• Strong problem-solving and customer-focused communication.

Responsabilidades

• Provide first-level technical support via calls, email, and chat.
• Troubleshoot hardware, software, networking, printers, and peripherals.
• Escalate complex issues to higher-tier teams.
• Perform basic network troubleshooting.
• Maintain and utilize a knowledge base to document issues.
• Educate end-users on software, hardware, and IT systems.
• Follow procedures and security protocols.
• Prioritize and manage multiple tickets.
• Communicate clearly with technical and non-technical users.
• Deliver excellent customer service.

Conocimientos

Windows troubleshooting

Microsoft 365

Active Directory

Remote support tools

Networking concepts

Intune management

Customer service

Troubleshooting

Herramientas

Bomgar

Intune

Descripción del empleo

EXL in Bogotá, Colombia is seeking a proactive Help Desk Technician to support daily IT operations, enabling end users to accomplish business tasks efficiently.

You will handle incoming requests, troubleshoot hardware and software, and document resolutions while maintaining security protocols.

This role requires 1+ year of experience in help desk, familiarity with Windows 10/11, Microsoft 365, Active Directory, and Bomgar.