Help Desk Analyst

SoftwareOne is seeking a Help Desk Analyst to provide high-quality on-site and hybrid support to users in Bogotá, Colombia. The role involves solving technical challenges, ensuring systems run smoothly, and delivering exceptional customer service. Responsibilities include managing service requests, escalating incidents, investigating and resolving technical issues, and documenting solutions. The ideal candidate is passionate about technology, thrives in collaborative environments, and is eager to continuously learn and optimize IT procedures.

Must Have

• Handle, manage, and respond to service requests received by phone, email, or web, including direct user contact
• Escalate incidents to the second level when they cannot be resolved in the first contact and follow up until closure
• Investigate, analyze, and resolve technical issues within established timelines
• Manage user passwords
• Document incidents, confirm resolution with the user
• Propose improvements to IT procedures to optimize service
• Technical, technological, or professional training in Systems Engineering, Electronics, Software, or related fields
• Experience with ticketing and incident management tools (e.g., ServiceNow, Jira, Remedy)
• Basic hardware, software, and Office 365 support (email, Teams, SharePoint, OneDrive)
• First-level incident handling, resolution, and documentation
• User password administration and reset, with basic knowledge of networks and connectivity
• Excellent communication skills, customer service orientation, and the ability to interact effectively with end users

Good to Have

• Hands-on experience with troubleshooting network and connectivity issues
• Familiarity with enterprise-level IT environments and escalation protocols
• Certifications in Microsoft or IT support frameworks (e.g., ITIL)

Perks & Benefits

• A unique culture with lived corporate values that foster a grateful and supportive work environment
• Personalized development opportunities aligned with your goals in the role
• Health insurance
• Life insurance
• 100% paid sick leave
• Vacation requests starting from 1 day
• Employee fund
• Time off for birthdays, graduations, and weddings
• English classes and conversation sessions
• Learning opportunities through our SoftwareOne University program
• Career growth opportunities
• Recognition strategies
• Team-building activities

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.

The role

Help Desk Analyst

Bogotá| Hybrid

Are you someone who enjoys solving technical challenges and providing exceptional support to users?

Are you passionate about technology and eager to ensure systems run smoothly and efficiently?

Do you thrive in environments where collaboration, problem-solving, and continuous learning are part of your everyday?

If so, this could be the ideal position for you.

At SoftwareOne, we are looking for an Associate – Support Analyst to deliver high-quality on-site support to our users, ensuring effective solutions to their technical needs while maintaining outstanding customer service.

What your day-to-day would look like:

• Handle, manage, and respond to service requests received by phone, email, or web, including direct user contact.
• Escalate incidents to the second level when they cannot be resolved in the first contact and follow up until closure.
• Investigate, analyze, and resolve technical issues within established timelines, also managing user passwords.
• Document incidents, confirm resolution with the user, and propose improvements to IT procedures to optimize service

What we need to see from you

• Technical, technological, or professional training in Systems Engineering, Electronics, Software, or related fields.
• Experience with ticketing and incident management tools (e.g., ServiceNow, Jira, Remedy).
• Basic hardware, software, and Office 365 support (email, Teams, SharePoint, OneDrive).
• First-level incident handling, resolution, and documentation.
• User password administration and reset, with basic knowledge of networks and connectivity.
• Excellent communication skills, customer service orientation, and the ability to interact effectively with end users.

Desirable:

• Hands-on experience with troubleshooting network and connectivity issues.
• Familiarity with enterprise-level IT environments and escalation protocols.
• Certifications in Microsoft or IT support frameworks (e.g., ITIL) are a plus.

Benefits

• A unique culture with lived corporate values that foster a grateful and supportive work environment.
• Personalized development opportunities aligned with your goals in the role.
• Health insurance
• Life insurance
• 100% paid sick leave
• Vacation requests starting from 1 day
• Employee fund
• Time off for birthdays, graduations, and weddings
• English classes and conversation sessions
• Learning opportunities through our SoftwareOne University program
• Career growth opportunities
• Recognition strategies
• Team-building activities

Job Function

Software & Cloud

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.

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