L1 IT Service Desk Analyst

Job description

Powering Tech Solutions, One Call at a Time

Be the first line of defense in keeping systems, people, and businesses connected through exceptional IT support.

Step into a role where your IT expertise fuels global operations without leaving Colombia.

As part of an international outsourcing leader, you'll gain worldwide exposure, sharpen your technical skills, and make your mark in the tech support industry while growing your career from Bogotá.

Job Description

As an
L1 IT Service Desk Analyst,
you'll be the go-to expert for resolving technical issues, managing tickets, and ensuring customer satisfaction.

You'll provide remote support, troubleshoot hardware and software problems, and maintain SLA compliance while delivering seamless IT service experiences.

Job Overview:

Employment type: Indefinite term type contract

Shift: Shifting (Site 97: 6:00 AM to 7:00 PM (3 different shifts) Conecta: 2:00 AM to 7:00 PM (4 different shifts))

Work Setup: Onsite, Bogota, Colombia

Exciting Perks Await

• 5 days work week
• 20 vacation days in total
• Prepaid medicine
• Fully-customized Emapta laptop and peripherals
• Indefinite term type contract
• Direct exposure to our clients
• Career growth opportunities
• Diverse and supportive work environment
• Prime office locations - Bogotá and Medellin
• Unlimited upskilling through Emapta Academy courses (Want to know more?
  
  Visit
  )

The Qualifications We Seek

• 1 to 3 years of experience

Tech Stack Expertise

• Ticketing/ITSM tools: ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar.
  
  
• OS: Windows, macOS, Linux (basic).
  
  
• Remote support: TeamViewer, AnyDesk, LogMeIn, Microsoft RDP.
  
  
• Networking: TCP/IP, DNS, DHCP, routers, switches, VPN troubleshooting.
  
  
• Cybersecurity: Antivirus tools (Symantec, CrowdStrike, Sophos) and malware remediation.
  
  
• Collaboration tools: Microsoft 365, Google Workspace, Slack.
  
  
• Documentation/Reporting: Excel, Power BI, SharePoint, Confluence.
  
  
• Hardware/Software: Workstation setup, imaging tools, printer config, OS patching.
  
  
• Backup & DR: Familiarity with disaster recovery processes.
  
  

Soft Skills

• Strong customer service orientation with patience and empathy.
  
  
• Analytical problem-solving for quick resolutions.
  
  
• Clear written and verbal communication skills.
  
  
• Attention to detail in ticketing, SLA tracking, and documentation.
  
  
• Effective time management and prioritization skills.
  
  
• Collaborative and resilient in high-pressure situations.
  
  
• Proactive mindset for continuous improvement.
  
  
• Ownership and accountability in ticket closure and user satisfaction.
  
  

Your Daily Tasks

Technical Support

• Provide 1st level technical assistance to users on hardware, software, email, and operating systems.
  
  
• Diagnose and troubleshoot issues for ticket resolution or fulfillment.
  
  
• Extend remote support for site users.
  
  
• Monitor, receive, and register incidents or requests via email or phone in the IT Ticketing System.
  
  
• Analyze performance of hardware/software interfaces and suggest optimization.
  
  
• Complete service requests regarding software and hardware problems.
  
  

Ticket Handling & SLA Management

• Categorize and prioritize tickets based on impact and urgency.
  
  
• Manage service requests to ensure SLA adherence.
  
  
• Escalate issues nearing SLA breach or requiring immediate attention.
  
  
• Track ticket progress through its lifecycle until resolution.
  
  

Communication & Documentation

• Provide technical advice and solutions via email, IM, or phone.
  
  
• Communicate ticket status directly with customers per SLA timelines.
  
  
• Document maintenance and support processes.
  
  
• Maintain technical documentation and IT reports.
  
  
• Suggest and implement service improvements.
  
  

Collaboration

• Assist with IT infrastructure setup, roll-out, and maintenance.
  
  
• Participate in cross-functional projects and disaster recovery testing.
  
  
• Support Active Directory, servers, and workstation management.
  
  
• Provide anti-virus compliance and malware remediation support.
  
  
• Participate in rotational 24x7 support and after-hours assistance.
  
  

Other Responsibilities

• Perform administrative or other assigned duties as required.
  
  

About the Client

Driving Business Success Through Seamless IT Outsourcing

Our client is
a global outsourcing partner dedicated to delivering seamless IT services and business solutions
to clients across industries.

With a focus on technical excellence and customer satisfaction, they empower organizations to run efficiently by offering top-tier IT support and innovation.

Their collaborative approach and global reach make them a trusted partner for businesses worldwide.

Why We Stand Out Among the Rest

With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one.

We're committed to growing talent and setting you up for success.

Be part of a team that showcases Colombian excellence to the world.

With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site.

Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose.

And behind every partnership we build is a deep respect for people and the impact they make.

We place integrity at the heart of everything we do and truly value the human experience.

That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.

• Tim Vorbach, CEO

#EmaptaEra

Required Skill Profession

Other General