Information Technology Help Desk

Pyramid Consulting, Inc; Bogotá ciudad; Presencial; COP 25.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

Pyramid Consulting, Inc is seeking an IT Helpdesk / Service Desk Analyst to join our Bogotá team. The role focuses on prompt, courteous IT support via phone, chat, and email, with strong troubleshooting skills and excellent English communication.

Location is Bogota, Colombia, with a regular shift after training from 11:00 AM to 8:00 PM Colombia Time. 1–3 years of relevant experience is required, supporting Windows 11, macOS, AD, and remote tools.

Formación

• 1-3 years of IT Helpdesk/Service Desk or similar experience.
• Strong English communication skills (B2-C1).
• Hands-on experience supporting hardware and software platforms.

Responsabilidades

• Provide prompt, courteous IT support via phone, chat, and email.
• Respond to and manage helpdesk tickets within SLAs.
• Troubleshoot hardware, software, and operational issues.
• Prioritize high-urgency tickets and escalate complex issues when needed.
• Document troubleshooting steps, resolutions, and escalations.
• Collaborate with analysts, technicians, and management to resolve issues.

Conocimientos

Customer service

English proficiency

Troubleshooting

Communication

Educación

Bachelor's degree

Herramientas

ServiceNow

Cisco WebEx

Bomgar / BeyondTrust

Active Directory

Windows 11

macOS

Descripción del empleo

We are looking for an IT Helpdesk / Service Desk Analyst with strong technical troubleshooting skills and excellent English communication to join our team.

Location: Bogota - Colombia

Regular Shift After Training: 11:00 AM - 8:00 PM Colombia Time

Experience: 1-3 years

Key Responsibilities

• Provide prompt, courteous, and efficient IT support through phone calls, chat, and email.
• Respond to and manage helpdesk tickets within established SLAs.
• Troubleshoot hardware, software, and operational issues.
• Prioritize high-urgency and high-priority tickets appropriately.
• Escalate complex issues to the appropriate IT teams when required.
• Guide users through troubleshooting using tools such as Microsoft Teams, Cisco WebEx, ServiceNow, and Bomgar/BeyondTrust.
• Maintain detailed documentation of troubleshooting steps, resolutions, and escalations.
• Collaborate with analysts, senior technicians, and management to resolve complex technical issues.
• Support end users across desktops, laptops, printers, peripherals, and mobile devices.
• 1-3 years of experience in IT Helpdesk, Service Desk, Technical Support, or a similar role.
• Advanced English proficiency (B2-C1).
• Hands-on experience supporting a variety of hardware and software platforms.
• Experience with Windows 11 and macOS.
• Knowledge of Active Directory.
• Experience troubleshooting desktops, laptops, printers, peripherals, and mobile devices.
• Strong customer service, communication, troubleshooting, and problem-solving skills.

Preferred Qualifications

• Bachelor's degree in IT, Computer Science, or a related field.
• Experience with ServiceNow.
• Experience with Cisco WebEx.
• Experience with Bomgar / BeyondTrust Remote Support or a similar remote-support platform.