Service Desk L2 (Bilingual)

RECLUTAMIENTO; Bogotá ciudad; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

RECLUTAMIENTO in Bogotá seeks an IT Product Support - Service Desk Agent to provide Level 2 application support for a global eQMS platform. You will triage, investigate, and resolve incidents, manage service requests, and escalate when needed.

You will work with cross‑functional teams on go‑lives, migrations, and releases, maintaining thorough documentation and adhering to ITIL and validation requirements. Strong English and ticketing system experience are required.

Formación

• Experience in IT application support and service management.
• Experience with ticketing tools.
• Knowledge of Document Control, Training, and Change Management.
• Advanced English proficiency (B2 - C1).

Responsabilidades

• Provide L2 support for eQMS applications, managing incidents, requests, and changes.
• Troubleshoot issues across document control, training, change management, reporting, integrations, and workflows.
• Support go-lives, hypercare, migrations, cutovers, and releases.
• Collaborate with Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users.
• Maintain ticket documentation, knowledge articles, and troubleshooting guides.
• Follow ITIL practices and GAMP5 principles and validation procedures.

Conocimientos

ITIL practices

Advanced English

Service management

Herramientas

BMC Helix ITSM

Descripción del empleo

We are looking for an IT Product Support - Service Desk Agent to provide Level 2 application support for our global eQMS platform, ensuring timely triage, investigation, resolution, and escalation of incidents, service requests, and operational issues.

Key Responsibilities

• Provide L2 support for eQMS applications, managing incidents, requests, and standard changes through BMC Helix ITSM.
• Troubleshoot issues related to Document Control, Training, Change Management, reporting, integrations, synchronization, schedulers, signatures, and document workflows.
• Support go-lives, hypercare, migrations, cutovers, and application releases.
• Collaborate with Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users.
• Maintain accurate ticket documentation, knowledge articles, troubleshooting guides, and known-error information.
• Follow ITIL practices, GAMP5 principles, and applicable quality/validation procedures.

Key Requirements

• Experience in IT application support / service management.
• Experience with ticketing tools.
• Knowledge of Document Control, Training, and Change Management.
• Advanced English proficiency required. (B2 - C1)