Service Control ITSM L1

GSB Solutions; Medellín; Presencial; COP 78.385.000 - 117.578.000; Jornada completa

Descripción de la vacante

A technology solutions firm in Medellín is seeking an IT help desk technician to manage service requests and incident logging. Candidates should have over 2 years of experience, proficiency in help desk systems like ServiceNow and Jira, and advanced English proficiency. The role requires 24x7 availability with rotating shifts and excellent communication skills for effective user support.

Formación

• More than 2 years of experience as an IT help desk technician.
• Proficiency in using help desk ticketing systems and remote support tools.
• Advanced English.

Responsabilidades

• Log and recategorize incidents and service requests.
• Dispatch tickets and manage I&O queue.
• Troubleshoot problems and offer solutions.

Conocimientos

Problem-solving

Time management

Excellent communication

Customer-centric approach

Adaptability

Herramientas

ServiceNow

Jira

Google Suite

Descripción del empleo

Duties and responsibilities

• Incidents and service requests logging and re-/categorization, interpreting complex technical concepts into understandable language for non-technical users, ensuring clear communication among technical teams.

• Catch and dispatch of tickets, focus on I&O queue management, offering timely and quality assistance and meeting Service Level Agreements.

• 1st-level incidents and service requests, troubleshooting problems, and offering solutions to ensure effective use of technology resources.

• Handle issues independently and alongside the IT teams.

• Keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

• 24x7 availability, working rotating shifts.

• On-call trigger, support on initiating the major/P1 incident procedure.

• Maintain I&O contact matrix and distribution lists, support on organization communication.

• Identify recurring technical issues and patterns, contributing insights to continuous improvement efforts, automation opportunities and proactive problem-solving.

• Maintain thorough records of technical issues, solutions, and user interactions to create a knowledge base for future reference in ServiceNow Knowledge Base.

• ServiceNow users’ administration (access management, standard changes, small demand, reporting creation, catalog mgmt. and groups’ admin.).

• General support on ITSM duties, execution of operational tasks, related to event & configuration mgmt., knowledge mgmt., chatbots workflows alignments.

Experience and knowledge

• More than 2 years of experience as an IT help desk technician, in service desk support or related IT-related position.

• Proficiency in using help desk ticketing systems, remote support tools, and diagnostic utilities, such as ServiceNow, Jira and Google Suite.

• Familiarity with ITIL (Information Technology Infrastructure Library) and Agile practices is preferred.

• Understanding and technical knowledge of IT infrastructure, computer hardware, mobile devices, software, operating systems, and troubleshooting is beneficial.

• Advanced English

Skills

• Problem-solving ability to analyze and troubleshoot technical issues while thinking critically and finding practical solutions.

• Time management and organization, dealing with multiple support requests, prioritizing tasks and meeting deadlines and SLAs.

• Excellent communication skills to effectively communicate with end users, understand their technical issues, and provide clear instructions and solutions.

• Customer-centric approach, ensuring user satisfaction throughout the support process.

• Adaptability and flexibility, as technology landscapes are constantly evolving and the role works in 24x7 rotating shifts.