Service Desk Analyst L2

Auxis; Bogotá; Presencial; COP 33.480.000 - 60.264.000; Jornada completa

Descripción de la vacante

Auxis seeks a Senior Service Desk Analyst to join our IT support team in Bogotá. You will provide Tier 1 technical support across a 24/7/365 desk, handling incidents and requests with a focus on high customer satisfaction.

The role requires bilingual English/Spanish communication, mentorship of junior analysts, and strong documentation in ServiceNow. You will troubleshoot hardware, software, and network issues on macOS and Windows, contribute to Knowledge Base articles, and handle

Formación

• Proficiency in English and Spanish (Oral and writing at a high level), minimum B2+ in both languages.
• A high school degree is a prerequisite for this position.
• ITIL Foundation certification or practical ITIL knowledge.
• 3-5 years of technical support experience with ITIL practices.

Responsabilidades

• Provide Tier 1 technical support for end users across a 24/7/365 service desk operation.
• Work morning, evening and weekend shifts based on work schedules.
• Act as a mentor to junior Service Desk Analysts, providing guidance and knowledge sharing.
• Diagnose, troubleshoot, and resolve hardware, software, and application issues on macOS and Windows.
• Utilize ServiceNow to document and track Incidents, Requests, and escalations per SLAs.
• Create, review, and maintain Knowledge Base articles to improve first contact resolution.
• Support VPN connectivity and remote access solutions.
• Utilize remote support tools to resolve end user issues.
• Adhere to data security policies and information security best practices.
• Deliver high level of customer service and identify opportunities for process improvement.
• Collaborate with GTech team to resolve complex issues promptly.
• Adapt quickly to new technologies and processes in a fast-paced IT environment.

Conocimientos

Bilingual English/Spanish (B2+)

Customer service orientation

Problem-solving

Ability to work under pressure

Mentorship/coaching

Shift flexibility

Team collaboration

Educación

High school diploma

Herramientas

ServiceNow

Remedy

Jira Service Management

Active Directory

Microsoft 365

Descripción del empleo

Job Summary

This role is a key part of our end-user support function and is focused on delivering high-quality, customer-centric IT support to employees across multiple regions. The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones.

You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction. The role operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores.

The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation.

Responsibilities

• Provide Tier 1 technical support for end users across a 24/7/365 service desk operation
• Work morning, evening and weekend shifts based on work schedules
• Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and follow industry best practices
• Diagnose, troubleshoot, and resolve hardware, software, and application issues on both Apple macOS and Microsoft Windows platforms
• Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs
• Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities
• Support VPN connectivity, remote access solutions
• Utilize remote support tools to resolve end user issues
• Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices
• Deliver a high level of customer service while identifying opportunities for process improvement and service optimization
• Collaborate with other members of the GTech team to resolve complex issues in a timely fashion
• Adapt quickly to new technologies (i.e. AI, automation tools), and processes in an expanding organization

Skills And Experience

• Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.
• A high school degree is a prerequisite for this position.
• ITIL Foundation certification or practical ITIL knowledge
• 3 - 5 years of technical support experience with a strong understanding of IT support best practices and frameworks, such as ITIL (Information Technology Infrastructure Library).

Hands-on experience with:

• Windows OS and Apple macOS
• Microsoft 365 applications
• Active Directory (basic user administration)
• ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar)
• Apple IOS and Android device troubleshooting
• Networking concepts (VPN, DNS, LAN/WAN)
• Endpoint security fundamentals
• Strong customer service orientation and problem-solving skills
• Ability to work under pressure and manage multiple tasks
• Willingness to learn and develop in a fast-paced IT environment
• Work well within a geographically dispersed team

Nice to have:

• Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience.
• Experience in a shift-based or global support environment