Service Desk Analyst

Tech CRG; Perímetro Urbano Barranquilla; On-site; COP 22,320,000 - 39,060,000; Full time

Job summary

Tech CRG in Colombia seeks a Service Desk Analyst to provide first-line IT support to end users, handling hardware, software, and network issues. You will troubleshoot, document incidents, and escalate when needed, ensuring timely resolution.

The role requires strong English, IT knowledge, and 1+ year experience in support. Onsite work in Barranquilla, with some Costa Rica locations may apply. Afternoon shifts and weekend flexibility are expected.

Qualifications

• Fluent in English with high proficiency.
• Pursuing or holding an associate or bachelor’s degree in information technology or related field.
• Minimum of 1+ year of experience in a technical support role.
• Strong knowledge of computer hardware, software, and networking concepts.
• Proficient in troubleshooting common hardware and software issues.
• Knowledge of Office 365, Active Directory, antivirus solutions.
• Familiarity with ticketing systems and remote support tools.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and attention to detail.
• Ability to prioritize and manage multiple tasks effectively.
• Flexibility to work afternoon shifts and weekends.
• Availability to work onsite at Barranquilla, Colombia / San Pedro, Costa Rica.

Responsibilities

• Respond to incoming support requests via phone, email, or ticketing system, providing timely and effective technical assistance.
• Diagnose and troubleshoot desktops, laptops, printers, mobile devices, and peripherals.
• Assist users with software installations, upgrades, and basic configurations.
• Manage user accounts, permissions, and access rights.
• Collaborate with other IT team members to resolve complex technical issues.
• Escalate unresolved issues to appropriate teams or vendors following established procedures.
• Follow up with end users to ensure issues are resolved satisfactorily.
• Document all support activities, including troubleshooting steps, resolutions, and knowledge base updates.
• Maintain and update inventory of IT assets (hardware, software licenses, peripherals).
• Stay up to date with emerging technologies and continuously improve technical skills.

Skills

English proficiency

Customer service

Communication

Problem solving

Time management

Attention to detail

Education

Associate or Bachelor's degree in Information Technology

Tools

Office 365

Active Directory

Antivirus solutions

Ticketing systems

Remote support tools

Job description

As a Service Desk Analyst, your primary responsibility is to provide technical assistance and support to end users within the organization. You will serve as the first point of contact for IT-related issues and play a key role in ensuring the smooth operation of computer systems, software, hardware, and network infrastructure.

Requirements

• Fluent in English (high proficiency level required).

• Currently pursuing or holding an associate or bachelor’s degree in information technology or a related field.

• Minimum of 1+ year of experience in a technical support role.

• Strong technical knowledge of:

  • Computer hardware

  • Software

  • Networking concepts

• Proficient in troubleshooting common hardware and software issues.

• Knowledge of:

  • Office 365

  • Active Directory

  • Antivirus solutions

• Familiarity with ticketing systems and remote support tools.

• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.

• Strong problem-solving skills and attention to detail.

• Ability to prioritize and manage multiple tasks effectively.

• Flexibility to work afternoon shifts and weekends.

• Schedule flexibility.

• Availability to work onsite at our offices in Barranquilla, Colombia / San Pedro, Costa Rica.

Nice to Have

• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional).

• Basic knowledge of SAP.

Responsibilities

• Respond to incoming support requests via phone, email, or ticketing system, providing timely and effective technical assistance.

• Diagnose and troubleshoot hardware and software issues, including:

  • Desktops and laptops

  • Printers

  • Mobile devices

  • Peripherals

• Assist users with software installations, upgrades, and basic configurations.

• Manage user accounts, permissions, and access rights.

• Collaborate with other IT team members to resolve complex technical issues.

• Escalate unresolved issues to appropriate teams or vendors following established procedures.

• Follow up with end users to ensure issues are resolved satisfactorily.

• Document all support activities, including:

  • Troubleshooting steps

  • Issue resolutions

  • Knowledge base updates

• Maintain and update inventory of IT assets (hardware, software licenses, peripherals).

• Stay up to date with emerging technologies and continuously improve technical skills.