IT Service Desk Analyst — Hybrid Support

Visa; Bogotá ciudad; Hybrid; COP 24,000,000 - 42,000,000; Full time

Job summary

Visa Corporate IT (CIT) is consolidating Level 1 support into a single organization to deliver improved end-user experience. The Associate Help Desk Analyst will provide timely support, diagnose issues, and log tickets across channels while collaborating with vendors and resolver groups.

You will work in a hybrid model with three days in the office weekly and participate in continuous learning and knowledge-base contributions. Strong communication and customer-service skills are essential.

Qualifications

• Bachelor's degree or 3+ years of relevant work experience.
• Expertise in one or more supported domains or technologies (e.g. MS Exchange, System Administration, Business Application Support, MDM).
• Experience using remote support tools (Remote Desktop, LogMeIn, Team Viewer, Bomgar).

Responsibilities

• Provide timely responses and resolutions to Service Desk contacts across channels.
• Log tickets with complete information and assign priority and category.
• Diagnose using documented procedures and approved tools.
• Keep customers updated on ticket status.
• Assign tickets to resolver groups or vendors when needed.
• Notify management about Major Incidents.
• Confirm customer satisfaction before closing tickets.
• Learn and train on new technologies supported by the Service Desk.
• Keep knowledge base articles up to date.
• Meet and exceed performance goals.
• Participate in Problem Management and Continual Service Improvement.
• Serve as deputy to Team Lead and assist with team huddles.
• Support 24x7x365 operations across multiple time zones.

Skills

Analytical skills

Customer service

Interpersonal skills

Communication skills

Problem solving

Education

Bachelor's degree

Two years college / IT training

CompTIA A+ or Microsoft cert

Tools

Remote Desktop

LogMeIn

TeamViewer

Bomgar

Job description

Visa Corporate IT (CIT) is consolidating Level 1 support into a single organization to deliver improved end-user experience. The Associate Help Desk Analyst will provide timely support, diagnose issues, and log tickets across channels while collaborating with vendors and resolver groups.

You will work in a hybrid model with three days in the office weekly and participate in continuous learning and knowledge-base contributions. Strong communication and customer-service skills are essential.