Service Desk Analyst

Infinite Computer Solutions; Bogotá; On-site; COP 24,000,000 - 36,000,000; Full time

Job summary

Infinite Computer Solutions is seeking motivated L1 Service Desk Analysts to be the first point of contact for IT-related issues. You will handle user requests via phone, chat, or email, provide basic troubleshooting, log incidents, and escalate complex issues as needed.

Responsibilities include responding to tickets, troubleshooting standard hardware/software issues, and ensuring SLA targets. Strong English communication and a customer-focused mindset are essential for success.

Qualifications

• Bachelor’s degree or diploma in Computer Science, IT, or related field required.
• Strong verbal and written English communication essential.
• Familiarity with Windows OS, MS Office, Outlook, and ServiceNow or similar ITSM tools.
• Willingness to work in 24x7 rotational shifts.

Responsibilities

• Receive and respond to IT tickets via phone, email, chat, and self-service.
• Troubleshoot standard hardware/software issues (password resets, VPN, printers).
• Log, prioritize, and route incidents in ServiceNow with accurate details.
• Follow KB articles and scripts to provide first-contact resolution.
• Ensure SLA targets are met for response time, ticket closure, and escalations.
• Escalate unresolved issues to L1.5 or L2 with diagnostics included.
• Maintain high customer satisfaction and professionalism.

Skills

Strong verbal and written English

Customer service mindset

Attention to detail

Education

Bachelor’s degree or Diploma in Computer Science/IT

Tools

ServiceNow

Windows OS

MS Office/Outlook

Job description

We are looking for highly motivated L1 Service Desk Analysts to act as the first point of contact for all IT-related issues. The ideal candidate will handle user requests via phone, chat, or email, provide basic troubleshooting, log and classify incidents, and escalation complex issues as needed. A strong customer service mindset, excellent communication skills, and attention to detail are critical for success.

Key Responsibilities:

• Receive and respond to IT tickets via phone, email, chat, and self-service.
• Troubleshoot standard hardware/software issues (e.g., password resets, VPN, printers).
• Log, prioritize, and route incidents in ServiceNow with accurate details.
• Follow KB articles and troubleshooting scripts to provide first-contact resolution.
• Ensure SLA targets are met for response time, ticket closure, and escalations.
• Escalate unresolved issues to L1.5 or L2 with diagnostics included.
• Maintain high customer satisfaction and professionalism.

Required Skills & Qualifications:

• Bachelor’s degree or Diploma in Computer Science, IT, or related field.
• Strong verbal and written English communication.
• Familiarity with Windows OS, MS Office, Outlook, and ServiceNow or similar ITSM tools.
• Willingness to work in 24x7 rotational shifts.

Good to Have:

• Experience with remote troubleshooting tools (e.g., RDP, Bomgar).
• Basic understanding of Active Directory and MFA systems.
• Certifications like CompTIA A+ or Microsoft Certified: Fundamentals.