Service Desk Analyst

SLB; Bogotá ciudad; On-site; COP 39,060,000 - 66,960,000; Full time

Job summary

SLB seeks a Service Desk Analyst to deliver first and second line IT support for laptops, desktops, IP telephony, and network-related issues. You will troubleshoot, log incidents, and escalate where needed, while collaborating with global teams to maintain service quality.

Ideal candidates will have strong English and Spanish, Windows and Microsoft 365 knowledge, and familiarity with ITIL v4 and ServiceNow. The role may involve after-hours support and knowledge base updates.

Qualifications

• Advanced/Fluent English and Spanish required.
• Foundational knowledge of Windows OS and Microsoft 365.
• Strong customer service orientation and clear communication.
• Familiarity with ITIL v4 frameworks is a plus.

Responsibilities

• Provide first and second level IT support for laptops/desktops and related software.
• Troubleshoot and resolve incidents or escalate as per procedures.
• Log incident details and communicate progress to customers.
• Maintain and update the Knowledge Base with fixes.
• Coordinate with internal teams and third-party providers as needed.
• Support InterACT/GIS SD procedures and after-hours systems as required.

Skills

English fluency

Spanish proficiency

Windows OS

Microsoft 365

Networking basics

Customer service

ServiceNow

Power Platform

ITIL v4

Education

Systems Engineering, Computer Science, IT or related Engineering fields

Business Administration with Information Systems focus

Tools

ServiceNow

Power Platform

Job description

We are SLB
At SLB we create amazing technology that unlocks access to energy for the benefit of all. As innovators, that's been our mission for 100 years. We are facing the world's greatest balancing act— how to simultaneously reduce emissions while meeting the world's growing energy demands. Ensuring progress for people and the planet, on the journey to net zero and beyond, this, For a balanced planet.

We are SLB
At SLB we create amazing technology that unlocks access to energy for the benefit of all. As innovators, that's been our mission for 100 years. We are facing the world's greatest balancing act— how to simultaneously reduce emissions while meeting the world's growing energy demands. Ensuring progress for people and the planet, on the journey to net zero and beyond, this, For a balanced planet.

Our Purpose:

Together, we create amazing technology that unlocks access to energy for the benefit of all.

Our Position:

We are a global technology company, driving energy innovation for a balanced planet.

Our Values:

People, technology, and Performance are the key to be our cultural compass.

What Will You Do

The Service Desk Analyst is responsible for providing first and second level administrative and technical support for the resolution or escalation of laptop and desktop hardware and software related problems and problems related to IP telephony, connectivity, security, servers and real time operations. The Service Desk Analyst serves as the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis and problem resolution or escalation.

• Provide first line investigation and diagnosis for incidents.
• Resolve and close incidents and service requests as per service desk procedures and allocated timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log relevant incident and service request details per help desk procedures.
• Communicate with customer regarding incident progress.
• Ensure assigned tickets are up to date until issues are resolved.
• Complete assigned training roadmap.
• Mentor junior team members.
• Comply with Quality, Health, Safety and Environment policies and Information Technology (IT) policies including continuous improvement initiatives.
• Liaise with customers, other IT support groups and third‑party providers when necessary.
• Update the Knowledge Base with known problems and fixes.
• In Global Service Desk Analyst role: Provide front line support for customers by answering calls, emails and web requests, and entering the issues into a ticketing system.
• Record customer information including name, Product Line, contact information, and nature of problem or issue.
• Provide support and assist IT users in resolving IT issues.
• Prioritize and schedule tasks.
• Escalate problems to the appropriate teams.
• Perform post‑resolution follow‑up with customers.
• In GIS SD Analyst for Real Time Service Desk Support role: Complete InterACT administrative tasks and service desk monitoring.
• Communicate between field, customers and co‑workers.
• Provide complete daily hand‑over including pending ticket, created RIR's, resource outages, personnel issues and any other issues of note.
• Contribute to annual review of all InterACT procedures.
• Liaise with internal and customer Operations Support Centers. Support international InterACT systems after hours as needed.
• Perform quality control audits on the application of permissions.
• Perform SimpleHelp administration tasks.
• Contribute to the testing of new versions of GIS supported software applications.

Academic Programs related to the Position:

Systems Engineering, Computer Science, Information Technology, or related Engineering fields.Business Administration with a focus on Information Systems.

Other Requirements

Language Proficiency:

Advanced/Fluent English (B2+ or C1) and Spanish.

Technical Literacy:

Foundational knowledge of Windows OS, Microsoft 365 suite (Teams, SharePoint), and networking basics. Portuguese is a plus.

Communication Skills:

Strong customer service orientation with the ability to maintain clear, professional communication with global users.

Documentation:

High attention to detail in recording technical actions and case notes.

Nice to Have

Familiarity with ServiceNow or other ITIL-based ticketing systems. Knowledge of Power Platform (Power Apps or Power Automate) for process improvement. Basic understanding of ITIL v4 frameworks.

1-3 Years Of Experience

SLB offers equal employment opportunity. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law. SLB offre igualdad de oportunidades en el empleo. Los Solicitantes cualificadoes son considerados sin distincion de raza, color, religion, sexo, orientacion sexual, identidad de genero, origen nacional, edad, discapacidad u otras caracteristicas protegidas por la ley.