Service Desk Agent - Bogotá

Elempleo; Bogotá ciudad; Presencial; COP 42.000.000 - 70.000.000; Jornada completa

Descripción de la vacante

Elempleo is seeking an IT Product Support - Service Desk Agent to provide L2 application support for a global eQMS environment, based on-site in Bogotá, Colombia. The role requires solid English skills and 2–5 years in service desk or IT application support.

You will handle incidents, monitor eQMS issues, and assist go-lives, releases and data migrations while coordinating with cross-functional teams. Knowledge of ITIL, regulated systems, and eQMS is highly valued.

Formación

• Strong IT Service Management / ITIL mindset.
• Experience with ticketing and incident management.
• Knowledge of regulated systems, GAMP5, audit trails and electronic signatures.
• Experience with eQMS or Quality Management Systems is highly valued.
• Strong analytical and troubleshooting skills.
• Python, SQL, scripting, monitoring or log analysis are a plus.

Responsabilidades

• Handle L2 incidents, service requests, standard changes and escalations.
• Monitor and troubleshoot eQMS application issues.
• Support go-lives, hypercare, releases and data migration activities.
• Manage tickets using BMC Helix ITSM or similar tools.
• Coordinate with development, infrastructure, QA/validation and business teams.
• Maintain knowledge articles, troubleshooting guides and support documentation.

Conocimientos

ITIL mindset

Ticketing / incident mgmt

Analytical skills

Regulated systems knowledge (GAMP5)

eQMS/Quality Management experience

Python/SQL scripting & log analysis

Herramientas

BMC Helix ITSM

Descripción del empleo

IT Product Support - Service Desk Agent

We're looking for an IT Product Support - Service Desk Agent to provide L2 application support for a global eQMS environment.

Location: Bogotá, Colombia - On-site

English: Solid/Advanced

Experience: 2-5 years in Service Desk / IT Application Support

Key Responsibilities:

• Handle L2 incidents, service requests, standard changes and escalations.
• Monitor and troubleshoot eQMS application issues.
• Support go-lives, hypercare, releases and data migration activities.
• Manage tickets using BMC Helix ITSM or similar tools.
• Coordinate with development, infrastructure, QA/validation and business teams.
• Maintain knowledge articles, troubleshooting guides and support documentation.

What we're looking for:

• Strong IT Service Management / ITIL mindset.
• Experience with ticketing and incident management.
• Knowledge of regulated systems, GAMP5, audit trails and electronic signatures.
• Experience with eQMS or Quality Management Systems is highly valued.
• Strong analytical and troubleshooting skills.
• Python, SQL, scripting, monitoring or log analysis are a plus.