IT Service Desk Analyst

Lean Solutions Group; Colombia; On-site; COP 13,392,000 - 22,320,000; Full time

Job summary

Global Technology Services in Medellín, Colombia, is seeking a Junior IT Service Desk Analyst to join our expanding technology services team. You will handle user onboarding/offboarding, office productivity tools, and provide first-line support for Windows, macOS, and Microsoft 365 across our Latin American, Philippine, and US teams.

You will work on-call 24/7 on a rotating schedule and collaborate with Infrastructure and Security teams to resolve issues, aiming to meet SLA targets and deliver

Qualifications

• Previous technical service desk and/or desktop support experience.
• Proficiency with Windows 7, Windows 10/11 and Microsoft 365 admin environment.

Responsibilities

• Onboard/offboard users and manage shared mailboxes and distribution lists.
• Provide support for Office 365, Windows, and macOS/iOS as needed.
• Troubleshoot access and system issues across back-office systems and escalations.
• Troubleshoot printing/scanning devices and coordinate vendor dispatch when required.
• Support the MODEGlobal 8x8 phone system onboarding/offboarding.
• Support customers 24/7 on a rotating on-call schedule.
• Assist Infrastructure and Security teams to resolve issues.
• Meet or exceed SLAs for initial contact and time to resolution.

Skills

Service desk experience

Windows support

Microsoft 365 admin

Office 365 support

Communication skills

Tools

Microsoft Entra ID

Intune

Copilot

Claude

Job description

Company Overview:

Global Technology Services is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America, Philippines and the United States, contributing to cutting-edge developments in multiple industries.

Position Title: IT Service Desk Analyst

Seniority: Junior

Location: LATAM

What you will be doing:

• Perform all change/add/move activities related to new user onboarding, terminations, shared mailboxes, and Exchange distribution lists.

• Provide technical support for Office 365 environment, Office products, and Microsoft Windows 10/11 and Macintosh operating systems to all end users.

• Troubleshoot access and system issues with all back office customer systems (BTMS, TRITAN, Dynamic AX, AVD) and escalated when required.

• Troubleshoot issues with corporate printing and scanning devices and contact vendor dispatch as required.

• Support the MODEGlobal 8x8 phone system, including onboarding, offboarding, and use of desktop application.

• Support customers 24/7 on a rotating on-call schedule.

• Assist Infrastructure and Security teams as required to resolve systems issues.

• Meet or exceed established service level agreements for initial contact and time to resolution for all issues.

Required Skills & Experience:

• Previous technical service desk and/or desktop support experience required.

• Must be proficient in support for Windows 7, Windows 10/11, and Microsoft 365 admin environment and applications.

Nice to Have Skills:

• Transportation industry experience a strong plus.

• Microsoft Entra ID, Intune, Copilot, and Claude experience.

• MacOS and Android/iOS experience.

Soft Skills:

• Excellent written and verbal communication skills.

• Must be able to prioritize tasks and projects to meet customer needs.

Why you will love Global Technology Services:

• Join a powerful tech workforce and help us change the world through technology

• Professional development opportunities with international customers

• Collaborative work environment

• Career path and mentorship programs that will lead to new levels.

Join GTS and contribute to shaping the technology landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.