First-line IT Support Analyst (Bogotá)

Role Summary

We are looking for a motivated and customer‑focused IT Support Analyst to provide first‑line technical support to our internal users. You will be the initial point of contact for all IT‑related issues and service requests, helping to ensure smooth and uninterrupted use of technology within the organization.

Key Responsibilities

• Perform hardware and software installations, configurations, and upgrades of workplaces (troubleshoot and resolve issues with laptops, phones, peripherals)
• Log, categorize, and track support tickets in the ITSM tool (e.g., ServiceNow)
• Escalate unresolved issues to Level 2 or relevant IT teams as needed
• Follow standard operating procedures and contribute to internal documentation and knowledge base
• Ensure timely follow‑up and communication with users regarding the status of their requests
• Support hardware and software inventory processes
• Perform other support‑re...