End User Technical Support Analyst (Bogotá)

End User Technical Support Analyst

Purpose: Contribute to the overall success of the Employee IT Services / ETSS by ensuring that specific individual goals, plans, and initiatives are executed and delivered in support of the team’s business strategies and objectives. All activities are conducted in compliance with governing regulations, internal policies, and procedures, and provide the best service to internal users following market standards and management guidance.

Accountabilities

• Provide professional and courteous support to the business community, answering questions and ensuring issue resolution to meet departmental objectives.
• Offer first-level triage and support for employees and employee computing systems. Resolve or escalates incidents reported by phone, incident management software or other intake channels.
• Facilitate request fulfillment processes and manage access and accounts for employees in accordance with company se...