Tier 1 Support Desk

Stefanini LATAM; Bogotá; Presencial; COP 20.088.000 - 26.784.000; Jornada completa

Descripción de la vacante

Stefanini LATAM in Bogotá seeks an IT Helpdesk Support specialist to handle daily IT requests via phone, email, chat, and the self-service portal. You will log and categorize incidents in ServiceNow and resolve common issues while following ITSM standards.

Strong communication, teamwork, and a customer-focused attitude are essential as you support onboarding, provisioning, and knowledge base updates in a structured IT environment.

Formación

• 0–2 years IT support, helpdesk, or customer service experience (internships and academic experience considered).
• Basic knowledge of Windows 10/11 and Microsoft 365 applications.
• Familiarity with Active Directory concepts (user accounts, password management).
• Strong verbal and written communication skills.
• Customer-focused attitude with willingness to learn and follow structured processes.
• Ability to work in a team environment and follow escalation procedures.

Responsabilidades

• Serve as the primary contact for IT support requests received via phone, email, chat, and self-service portal.
• Log, categorize, and prioritize incidents and service requests in ServiceNow following ITSM standards.
• Diagnose and resolve common technical issues including password resets, Windows, and Microsoft 365 basics.
• Escalate unresolved incidents to Level 2 with clear, complete documentation.
• Maintain detailed ticket records and meet response time SLAs and CSAT targets.
• Provide timely updates to end users and manage ticket queues to ensure no requests are unattended.
• Deliver friendly, patient support to users across office, plant, and field environments.
• Guide onboarding activities including account setup, device prep, and application access provisioning.
• Contribute to and maintain the internal knowledge base and flag recurring issues for root cause analysis.

Conocimientos

Windows 10/11 basics

Microsoft 365 basics

Active Directory concepts

Verbal and written communication

Team collaboration

Customer-focused attitude

Escalation procedures

Ticketing systems knowledge

Educación

Associates or Bachelor's degree in IT/CS

CompTIA A+ (in progress)

Microsoft 365 Fundamentals (MS-900)

Herramientas

ServiceNow

Jira

Zendesk

Descripción del empleo

• Serve as the primary point of contact for IT support requests received via phone, email, chat, and self-service portal.
• Log, categorize, and prioritize all incoming incidents and service requests in ServiceNow following ITSM standards.
• Diagnose and resolve common technical issues, including:
• Password resets and account unlocks (Active Directory / Azure AD)
• Basic Windows 10/11 operating system issues
• Microsoft 365 (Outlook, Teams, OneDrive) basic usage and configuration
• Hardware issues: laptops, desktops, printers, and peripherals
• Basic network connectivity (WiFi, VPN client, shared drives)
• Software installation and licensing requests
• Follow documented knowledge base articles and SOPs to resolve issues consistently.
• Escalate unresolved or complex incidents to Level 2 technicians with clear, complete documentation.

Service Management

• Maintain accurate and detailed ticket records throughout the incident lifecycle.
• Meet established response time SLAs and customer satisfaction targets.
• Provide timely updates to end users on the status of their requests.
• Assist in managing ticket queues and ensuring no requests are left unattended.

End-User Support & Communication

• Deliver friendly, patient, and professional support to users across office, plant, and field environments.
• Guide non-technical users through troubleshooting steps using clear, jargon-free communication.
• Support onboarding activities including account setup, device preparation, and application access provisioning.

Documentation & Knowledge Sharing

• Contribute to and maintain the internal knowledge base by documenting resolutions and frequently asked questions.
• Flag recurring issues to team leads for root cause analysis and process improvement.

Qualifications

Required

• 0-2 years of IT support, helpdesk, or customer service experience (internships and academic experience considered).
• Basic knowledge of Windows 10/11 and Microsoft 365 applications.
• Familiarity with Active Directory concepts (user accounts, password management).
• Strong verbal and written communication skills.
• Customer-focused attitude with a willingness to learn and follow structured processes.
• Ability to work in a team environment and follow escalation procedures.

Preferred

• Experience with a ticketing system (ServiceNow, Jira, Zendesk, or similar).
• Exposure to ITIL concepts or basic service management principles.
• Industry certifications or coursework such as:
• CompTIA A+ (or in progress)
• Microsoft 365 Fundamentals (MS-900)
• Associates or Bachelor's degree in Information Technology, Computer Science, or related field.
• Eagerness to learn and grow in a structured IT environment
• Strong attention to detail and commitment to accurate documentation
• Patience and empathy when supporting users of varying technical skill levels
• Ability to follow procedures and escalat appropriately
• Good time management and ability to handle multiple open tickets simultaneously
• Commitment to safety and Heidelberg Materials' values