ISS Service Desk and Devices Support Agent

860 Hellmann Worldwide Logistics S.A.S; Bogotá; Presencial; COP 66.960.000 - 89.280.000; Jornada completa

Descripción de la vacante

Hellmann Worldwide Logistics S.A.S in Bogotá invites you to join our Service Desk & Devices Support team. You will provide first and second level support for hardware and software, manage incidents via ITSM tools, and communicate proactively with end users to ensure satisfaction.

The role covers endpoint management, imaging and patching, device inventory, and collaboration with Network and Server teams to resolve complex issues while adhering to SLAs.

Formación

• Bachelor’s degree in computer science, information systems, or equivalent degree.
• 2-3 years of IT support experience, including endpoint management and service desk operations.
• Basic knowledge in freight forwarding is desirable.

Responsabilidades

• Provide first and second-level support for hardware and software issues via phone, chat, and ITSM tools.
• Monitor and manage ticket queues, ensuring timely resolution within SLA.
• Serve as primary communication point for end users, providing updates and ensuring customer satisfaction.
• Monitor the IT Infrastructure Monitoring Platform and escalation alerts as needed.
• Monitor phone queue and ensure all customers’ calls are attended, documented, and resolved.
• Document standards and SOPs for IT Support in the Knowledge Management Database.
• Provide on-call support after hours and weekends as required.
• Install, configure, and maintain desktops, laptops, and mobile devices.
• Deploy and manage computer images using the Device Management solution; maintain security patches and software updates.
• Manage backups and ensure compliance with legal and organizational requirements.
• Maintain IT inventory in CMDB and other IT Asset Management solutions, including warranty documentation.
• Document standards and SOPs for device management in the Knowledge Management Database.
• Recommend and perform proactive system upgrades.

Conocimientos

Communication skills

Organizational skills

Customer-focused

Adaptable

Collaborative

Escalation management

Client expectations

Educación

B.S. in Computer Science

Herramientas

Windows 11

Linux

macOS

SCCM

ITSM tools

Intune

ManageEngine Endpoint Central

Jamf

Office 365

Descripción del empleo

About Us Ready to rock the future with us? At Hellmann we put our people at the heart of everything we do, because for us, relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring, Entrepreneurial, Forward‑Thinking and Reliable. These values resonate with yours? Then become part of our FAMILY that consists of around 10.000 employees in more than 200 locations worldwide. For the better. Together.

The ISS Service Desk & Devices Support Agent is responsible for providing comprehensive IT support across endpoint management and service desk operations. This role combines technical expertise in device lifecycle management (installation, configuration, patching, imaging, inventory) with strong customer service skills for first- and second-level support. The position ensures efficient resolution of incidents, proactive maintenance of devices, and adherence to SLAs, while promoting innovation and continuous improvement in IT support processes.

Service Desk Operations

• Provide first and second-level support for hardware and software issues via phone, chat, and ITSM tools.
• Monitor and manage ticket queues, ensuring timely resolution within SLA.
• Serve as primary communication point for end users, providing updates and ensuring customer satisfaction.
• Monitor the IT Infrastructure Monitoring Platform and escalations alerts as needed.
• Monitor phone queue and ensure all customers’ calls are attended, documented, and resolved.
• Document standards and SOPs for IT Support in the Knowledge Management Database.
• Provide on-call support after hours and weekends as required.

Endpoint Management

• Install, configure, and maintain desktops, laptops, and mobile devices within established standards.
• Deploy and manage computer images using the Device Management solution; maintain security patches and software updates.
• Manage backups and ensure compliance with legal and organizational requirements.
• Maintain IT inventory in CMDB and other IT Asset Management solutions, including warranty documentation.
• Document standards and SOPs for device management in the Knowledge Management Database.
• Recommend and perform proactive system upgrades.

Collaboration & Escalation

• Work closely with Network, Server, Field Engineers, as well as Local IT teams, and other IT units to resolve complex issues as required.
• Escalate incidents appropriately while maintaining ownership and communication with end users and engineers.
• Perform expected tasks as assigned by Supervisor or Manager in a timely manner without constant supervision.

Training & Knowledge Sharing

• Participate in cross‑training initiatives to build redundancy and broaden team capabilities.
• Conduct user training sessions on hardware/software usage as needed.
• Completion of assigned trainings and learning materials as required.

Innovation & Continuous Improvement

• Identify opportunities for process optimization and propose innovative solutions as possible.
• Contribute to projects aimed at improving IT support efficiency and security.

Supervisory Responsibilities

This position doesn’t have direct reports, nor supervisory responsibilities. However, it requires continuous collaboration with different IT areas as well as business units to ensure customer satisfaction and SLAs compliance.

Qualifications

Education and/or Expertise

• Bachelor’s degree (B.S.) in computer science, information systems, or equivalent degree.
• 2-3 years of IT support experience, including endpoint management and service desk operations.
• Basic knowledge in freight forwarding is desirable.

Language

• Proficient in national language.
• Minimum B2 English spoken level. C1 desirable.

Technical Skills

• Proficiency in Windows 11, Linux, MacOS, SCCM, ITSM tools, and endpoint monitoring systems such as Microsoft Intune, Manage Engine Endpoint Central, and Jamf.
• Knowledge of Microsoft Office 365, Manage Engine, and backup solutions.
• A+ Certification required; ITIL and MCSE desirable.

Soft Skills

• Strong communication and organizational skills.
• Ability to manage multiple tasks in a fast‑paced environment.
• Customer‑focused, adaptable, and collaborative.
• Ability to follow escalation path and organizational structure.
• Sets and manages client expectations.

Physical Demands

• Frequently required to stand, and walk
• Regularly required to sit for extended periods
• Regularly uses arms to reach, hands and fingers for computer and phone use
• Speaking clearly and listening for heavy phone contact
• Requires close‑up and computer screen distance vision ability

Environment

The work environment characteristics are similar to those of an office setting with various office equipment.

Inclusion and social diversity

Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!

We are a family business for over 150 years. All these years we have relied on our exceptional people in the global Hellmann FAMILY and their unmatched passion and energy to serve our customers. Our company culture, the Hellmann Promise, is the essence of who we are, driving us to achieve greatness and fostering a sense of belonging that empowers you to thrive! Our Promise does not only include a mission, our values and leadership principles, but also our vision "For the better. Together." It manifests our unique Hellmann culture as the foundation for all our actions and decisions. You will find a diverse and inclusive culture, where you are embraced and respected for who you are. We want you to feel valued, supported, and inspired.