IT Helpdesk Analyst - English-Savvy Support

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

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.