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.

• 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