IT Product Support Desk Agent — Hybrid & Global Impact

Eurofins; Bogotá ciudad; Hybrid; COP 33,480,000 - 66,960,000; Full time

Job summary

Eurofins Scientific is seeking a Service Desk Agent to provide reliable L2 application support across ITIL practices, ensuring incidents, requests and changes are triaged, investigated and resolved. You will coordinate with L1, L2, development, QA, and business teams while maintaining thorough incident records.

The role emphasizes regulatory awareness, eQMS processes, and collaboration with global stakeholders, with hybrid working hours from Monday to Friday 08:00 to 17:00.

Qualifications

• 2 - 3 years for Service Desk Agent; additional experience preferred for regulated application support.
• Strong IT Service Management mindset, including incident, request, change, problem and escalation handling. Practical experience with BMC Helix ITSM or equivalent ticketing tools
• Understanding of regulated computerized systems, GAMP5 principles, audit trail expectations, electronic signatures and controlled documentation practices.
• Good functional understanding of eQMS or comparable Quality Management Systems, especially Document Control, Training and Change Management.
• Ability to troubleshoot web application behavior, browser/user-context issues, permission/access problems, reporting/export issues and integration/synchronization symptoms.
• Ability to work with global stakeholders, key users, developers, QA/validation and infrastructure teams across time zones.
• Clear written communication in English, including concise incident updates, user guidance and management summaries.
• Analytical mindset, attention to detail, customer-care sensitivity and discipline in maintaining ticket evidence and knowledge records.
• Python, SQL, scripting, monitoring or log-analysis knowledge is an advantage but not mandatory for the agent role

Responsibilities

• Monitor the GSC eQMS Global L2 / GSC eQMS L2 assignment group and ensure timely triage, categorization, prioritization and ownership of eQMS tickets.
• Handle eQMS incidents, service requests and standard changes in BMC Helix ITSM, maintaining clear updates, workaround notes, root-cause evidence and resolution comments.
• Investigate application issues impacting Document Control, Training, Change Management and related operational queues, including document collaboration, quality review, formatting, review/approval, assigned admin work, hardcopy work, acknowledgements, client signatures, training plan reviews and quarantined documents.
• Support reporting and export-related incidents, including failures in reporting exports, technical errors during save/check-in and user-facing formatting view issues.
• Support go-live, hypercare and post-hypercare activities for new lab/site deployments, including transition-related queries, data migration questions, configuration issues, change requests and application issues.
• Perform initial analysis for scheduler, synchronization, client signature file and queue-related issues; coordinate technical escalation and monitor closure through validated fixes or approved workarounds.
• Assist with data migration and cutover support by validating reported deviations, confirming migrated data behavior with project teams and supporting business users during stabilization.
• Support release activities, including preparation of support/training environment checks, production deployment readiness queries, post-release smoke checks and monitoring of regressions or user-impacting issues.
• Coordinate with 3rd level support, development, infrastructure, security, QA/validation, product owners and functional SMEs when investigation or resolution requires deeper technical or process expertise.
• Maintain operational knowledge articles, troubleshooting notes, known-error references, support handover material and recurring issue trackers to improve first-contact resolution and repeatability.
• Provide professional communication to key users and stakeholders, including clear incident updates, impact statements, workaround guidance and escalation summaries.
• Contribute to continuous improvement of support processes, including ticket classification, priority handling, recurring problem identification, support dashboard inputs and lessons learned from hypercare.

Skills

IT service mindset

Incident management

Change management

English communication

Analytical mindset

Global collaboration

Problem troubleshooting

Documentation discipline

Scripting knowledge

Tools

BMC Helix ITSM

Ticketing tools

Python

SQL

Job description

Eurofins Scientific is seeking a Service Desk Agent to provide reliable L2 application support across ITIL practices, ensuring incidents, requests and changes are triaged, investigated and resolved. You will coordinate with L1, L2, development, QA, and business teams while maintaining thorough incident records.

The role emphasizes regulatory awareness, eQMS processes, and collaboration with global stakeholders, with hybrid working hours from Monday to Friday 08:00 to 17:00.