IT Service Desk & Devices Support Specialist

860 Hellmann Worldwide Logistics S.A.S; Bogotá; Presencial; COP 66.960.000 - 89.280.000; Jornada completa

Descripción de la vacante

Hellmann Worldwide Logistics S.A.S in Bogotá invites you to join our Service Desk & Devices Support team. You will provide first and second level support for hardware and software, manage incidents via ITSM tools, and communicate proactively with end users to ensure satisfaction.

The role covers endpoint management, imaging and patching, device inventory, and collaboration with Network and Server teams to resolve complex issues while adhering to SLAs.

Formación

• Bachelor’s degree in computer science, information systems, or equivalent degree.
• 2-3 years of IT support experience, including endpoint management and service desk operations.
• Basic knowledge in freight forwarding is desirable.

Responsabilidades

• Provide first and second-level support for hardware and software issues via phone, chat, and ITSM tools.
• Monitor and manage ticket queues, ensuring timely resolution within SLA.
• Serve as primary communication point for end users, providing updates and ensuring customer satisfaction.
• Monitor the IT Infrastructure Monitoring Platform and escalation alerts as needed.
• Monitor phone queue and ensure all customers’ calls are attended, documented, and resolved.
• Document standards and SOPs for IT Support in the Knowledge Management Database.
• Provide on-call support after hours and weekends as required.
• Install, configure, and maintain desktops, laptops, and mobile devices.
• Deploy and manage computer images using the Device Management solution; maintain security patches and software updates.
• Manage backups and ensure compliance with legal and organizational requirements.
• Maintain IT inventory in CMDB and other IT Asset Management solutions, including warranty documentation.
• Document standards and SOPs for device management in the Knowledge Management Database.
• Recommend and perform proactive system upgrades.

Conocimientos

Communication skills

Organizational skills

Customer-focused

Adaptable

Collaborative

Escalation management

Client expectations

Educación

B.S. in Computer Science

Herramientas

Windows 11

Linux

macOS

SCCM

ITSM tools

Intune

ManageEngine Endpoint Central

Jamf

Office 365

Descripción del empleo

Hellmann Worldwide Logistics S.A.S in Bogotá invites you to join our Service Desk & Devices Support team. You will provide first and second level support for hardware and software, manage incidents via ITSM tools, and communicate proactively with end users to ensure satisfaction.

The role covers endpoint management, imaging and patching, device inventory, and collaboration with Network and Server teams to resolve complex issues while adhering to SLAs.