IT Helpdesk Analyst

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

We are seeking a proactive Help Desk Technician to support daily IT operations and ensure end users can accomplish efficiently business tasks. This role is responsible for receiving, prioritizing, troubleshooting, documenting, and resolving user help requests.

• Providing first-level technical support: Answering incoming calls, emails, and online chat requests from end-users experiencing technical difficulties.
• Troubleshooting and resolving technical issues: Diagnosing and resolving problems related to hardware, software, network connectivity, printers, peripherals, and other IT equipment.
• Escalating complex issues: Identifying and escalating problems that cannot be resolved at the first level to higher-tier support teams or specialized technicians.
• Performing basic network troubleshooting: Diagnosing and resolving common network connectivity issues.
• Maintaining knowledge base: Contributing to and utilizing a knowledge base to document common issues and solutions, enabling faster resolution times.
• User education and training: Providing basic training and guidance to end-users on the use of software, hardware, and IT systems.
• Following established procedures: Adhering to company policies and procedures regarding IT support and security protocols.
• Prioritizing and managing workload: Effectively managing multiple support requests and prioritizing them based on urgency and impact.
• Communicating effectively: Clearly and concisely communicating technical information to both technical and non-technical users.
• Customer service: Providing excellent customer service and maintaining a professional demeanor when interacting with end-users.

Required Qualifications:

• 1+ year of experience in Help Desk services, installation, configuration/provisioning and troubleshooting of hardware and software,
• Hands-on experience with: MS Windows 10/11 troubleshooting, Microsoft 365 applications, Active Directory user administration and Remote support tools such as Bomgar
• Basic understanding of networking concepts (VPN, connectivity, DNS, etc.)
• Endpoint systems management tools such Microsoft Intune
• Strong problem-solving skills and customer-focused communication

Knowledge, Skills, and Abilities:

• Strong troubleshooting skills with the ability to diagnose and resolve hardware, software, and connectivity issues.
• Clear written and verbal communication skills when supporting both technical and non-technical users.
• Ability to manage multiple support requests, prioritize tasks, and document resolutions within a ticketing system.
• Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Customer-service mindset with a collaborative approach to working in team-oriented IT environments.