Information Technology Help Desk

Pyramid Consulting, Inc; Colombia; Presencial; COP 20.088.000 - 35.712.000; Jornada completa

Descripción de la vacante

Pyramid Consulting, Inc. is seeking an IT Helpdesk Analyst to deliver timely support to customers via phone, chat, and email from Colombia. Training will run for two weeks (6 am–3 pm Colombia time), followed by a shift from 11 am–8 pm Colombia time.

The role requires 1–3 years in customer service or IT helpdesk, strong English (B2-C1), and broad experience with desktops, Windows 11, macOS, Active Directory, Office 365, and mobile devices. Familiarity with ServiceNow and remote tools is a plus.

Formación

• 1–3 years of experience in customer service or IT helpdesk.
• Advanced English Proficiency (Level B2-C1).
• Extensive experience supporting hardware and software platforms: desktops, laptops, printers, peripherals, Windows 11, macOS, AD, Office 365 and mobile devices.

Responsabilidades

• Deliver prompt, courteous customer service via phone, chat, and email.
• Respond to tickets promptly and escalate to other IT teams when needed.
• Guide users through troubleshooting using Teams, ServiceNow, WebEx, and Bomgar; prioritize high-urgency tickets.
• Document resolutions and escalations for the IT team.
• Collaborate with analysts and technicians to resolve complex issues.
• Analyze and resolve hardware, software and operational issues within our service level agreements.

Conocimientos

Customer service

Helpdesk experience

English proficiency

Herramientas

Microsoft Teams

ServiceNow

Cisco WebEx

Bomgar Remote Client

Descripción del empleo

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.
• 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 industry-like