Service Desk Analyst — IT Support & Onboarding

Lever, Inc.; Medellín; Híbrido; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

Aprio's information Technology team in Medellín seeks a Service Desk Analyst to be the first point of contact for users needing assistance with hardware, software, and network issues.

You will log, diagnose, and resolve basic problems, escalate complex cases, and maintain clear communication while delivering strong customer service. The role requires shift availability and on-site presence with periodic remote support.

Formación

• High school diploma or equivalent; IT certifications preferred.
• Entry-level IT support experience or internships welcomed; training provided.

Responsabilidades

• First-Line Support: assist users via phone, email, or ticketing systems.
• Ticket Management: log and track service requests in the IT service management platform.
• Issue Resolution: diagnose and resolve simple technical problems using established procedures.
• Escalation: route complex issues to Level 2 with proper documentation.
• Customer Service: communicate clearly and provide updates on requests.
• Knowledge Management: contribute to the knowledge base with known issues and solutions.
• Follow-up: ensure tickets are resolved and users are satisfied.
• User Onboarding/Offboarding: set up accounts and deactivate departing staff as required.
• System Monitoring: perform routine checks and report anomalies.
• Policy Adherence: follow security and privacy guidelines.

Conocimientos

IT basics

Windows & macOS

Network concepts

O365 Admin

InTune & Azure

Customer service

Problem solving

Communication

Educación

High school diploma

IT certifications preferred

Herramientas

O365 Admin

InTune

Azure

Descripción del empleo

Aprio's information Technology team in Medellín seeks a Service Desk Analyst to be the first point of contact for users needing assistance with hardware, software, and network issues.

You will log, diagnose, and resolve basic problems, escalate complex cases, and maintain clear communication while delivering strong customer service. The role requires shift availability and on-site presence with periodic remote support.