Job Title IT Service Desk AnalystJob DescriptionWe are seeking a highly skilled and motivated IT Service Desk Analyst to join our Global IT team, based in our Bogota office. In this pivotal role, you will tackle IT issues of varying complexities across a broad range of systems, providing both first and second-line support for onsite staff and international remote teams. As a team leader, you will guide a small group while collaborating closely with the global IT team. Reporting to the regional service desk manager for the NSAM region, you will play a crucial role in enhancing and maintaining our IT operations within a diverse business environment.Key responsibilities include, but are not limited to:Leading the Bogota-based IT Service Desk function, aligning with the Global IT Service Desk’s strategic vision to foster a collaborative and efficient work environment.Providing on-site and remote comprehensive IT support, including incident resolution and service requests, and ensuring compliance with SLAs.Managing user accounts and permissions, installing, and updating approved applications, and maintaining system and network performance.Managing Microsoft 365 administration and working with the relevant sysadmin teams.Contributing to IT projects, including preventive maintenance and system upgrades, ensuring alignment with global IT strategies.Promoting and adhering to IT governance standards, including GDPR and Sarbanes-Oxley compliance.Managing local vendor relationships with guidance from the IT management team.Monitoring and maintaining all onsite technology, including AV systems, to proactively detect potential issues and limit downtime.Monitor and maintain the performance, security, and availability of IT systems and networks.Contributing regularly to our ITSM Knowledge Base to enhance our customers’ self-help experience and foster knowledge sharing across the Global Service Desk.Minimum Qualifications:Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.Proficient in both English and Spanish, with strong reading, writing, and speaking skills in both languages.At least 3 years of experience in IT support roles, with a demonstrated ability to lead teams.Strong technical proficiency supporting Windows 10/11, Mac OS X, Android & iOS operating systems.Strong knowledge and experience with networking technologies, such as TCP/IP, LAN, WAN, Wi-Fi, VPN, DHCP, DNS, ARP, and ICMP protocols, with proven ability to perform network troubleshooting.In-depth knowledge of Microsoft 365, Azure and on-prem AD administration and troubleshooting.Behavioural skills:Good Clear CommunicationCollaborationOpen to ChangeTeam WorkingDynamicFast learnerGood problem solvingPreferred Qualifications:ITIL v4 Foundation CertificationMicrosoft Intune Fundamentals TrainingCCNA/ ICND certifications or trainingOn Site - Bogotá D.C.From 8 am - 5 pmLocation Bogotá, COLEmployee Type EmployeeJob Functional Area Business Systems Operations & SupportKaplan lnternational is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly.
