About the role
Audubon is currently seeking an IT Service Desk Analyst to join our team in our Bogotá, Colombia office. The ideal candidate will provide first-level technical support to employees across the organization, ensuring timely resolution of hardware, software, and system-related issues while delivering an exceptional customer service experience. This role is responsible for supporting end users through phone, remote support tools, and direct assistance, maintaining endpoint devices, managing user accounts, and ensuring compliance with established IT service standards and Service Level Agreements (SLAs).
Primary Responsibilities:
- Provide first-level technical support to internal users through phone, remote desktop tools, and in-person assistance.
- Troubleshoot hardware, software, printer, and operating system issues in a timely manner.
- Install, configure, maintain, and support desktop and laptop computers to ensure maximum system availability.
- Deploy and configure endpoint devices, including system imaging and software installation.
- Create, modify, and maintain end-user accounts and access permissions.
- Record, prioritize, and manage incidents and service requests using the Service Desk ticketing system.
- Ensure all support requests are handled according to established Service Level Agreements (SLAs), policies, and procedures.
- Collaborate with third-party vendors and internal IT teams to resolve technical issues when required.
- Maintain accurate documentation of incidents, resolutions, and technical procedures.
- Support continuous improvement initiatives to enhance the end-user support experience.
Experience and Skill Requirements:
- Advanced English (C1).
- Bachelor's degree in Information Technology, Systems Engineering, Computer Science, or a related field is preferred.
- Minimum of two (2) years of experience in an IT Service Desk, Help Desk, or End User Support role.
- Experience administering or supporting:
- Active Directory
- Microsoft Windows operating systems
- Microsoft 365
- Service Desk ticketing systems
- Remote support tools
- Experience troubleshooting printing, connectivity, and end-user hardware/software issues.
- Strong customer service orientation with excellent communication and interpersonal skills.
- Ability to prioritize multiple requests while maintaining high-quality service.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to work independently while collaborating effectively within a global IT organization.
- Willingness to support users in a fast-paced environment and continuously improve support processes.
Equal Opportunity Employer/Veterans/Disabled
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