**Job Information**: Job Family **IT*** Work Arrangement **Onsite*** City **Usaquen*** State/Province **Distrito Capital de Bogotá*** Country **Colombia*** **Elevate Your Career with Emapta: Where Innovation Meets Opportunity** Experience the pinnacle of outsourcing success with Emapta. Boasting over a decade of industry mastery across six nations, Emapta has elevated team building to an art form, serving a vast clientele of 700+ businesses worldwide. Their workforce of 7,000+ professionals fuels enterprises with unparalleled efficiency and competitiveness. Emapta's triumph reverberates through its exceptional client and employee satisfaction, reflected in stellar Glassdoor and Facebook ratings (4.5/5) and a remarkable 94% employer approval rate. Founded by visionary Australian entrepreneur Tim Vorbach, Emapta revolutionizes traditional BPO paradigms, offering bespoke solutions that empower businesses to thrive. With a strategic presence across 18 high-performance offices spanning six countries, Emapta's commitment to client satisfaction and employee welfare sets it apart as a beacon of excellence in the outsourcing landscape. Join Emapta and become part of a global success story, where your talents are celebrated, nurtured, and empowered to shape the future of outsourcing. **A Preview of Your Role** **Job Overview**: Employment Type: Indefinite Term Contract - Shift: Rotating Shift - Work Setup: Onsite, Bogotá, and Medellin **Ignite Your Potential with the Required Qualifications**: - Education: BS in Information Technology, MIS, or a similar program; or equivalent work experience. - Experience Target: Minimum of 2 years as an IT Service Desk Analyst, preferably with a senior or supervisory role. Technical Competency: - Background in three or more of the following: - Windows 10/7/2000/XP/Vista Desktop support - Microsoft Internet Explorer/Office/Outlook - Avaya or Nortel telephony - Windows Server 2000/2003 support and administration - Microsoft IIS, ISA, or Exchange - Active Directory 2000/2003 - Local Area Networks (Cisco or 3Com) - Wide Area Networks - Knowledge in TCP/IP - ITIL experience and qualification would be an advantage. - Additional language skills to a technical level would be an advantage. Personal Competency: - Competent problem-solving skills. - Customer service oriented. - Assertive and proactive. - Strong command of oral and written English. - Interpersonal communication skills and pleasant demeanor. - Engaging with internal (core teams) and external stakeholders (client/client staff). - Ability to carry out technical diagnosis/analysis. - Flexible attitude and wide knowledge of IT. - Willingness to rotate shifts as needed. - Ability to perform light hand activity work at a computer station in an office environment. - Demonstrable leadership qualities and willingness to take responsibility. **Fuel Your Success with Key Responsibilities**: - Maximize resolved incidents at first line without referral to enhance customer satisfaction and user experience. - Manage ticket queue, ensure assignment to on-shift IT staff, and coordinate to meet prescribed SLAs. - Handle high severity incidents, demonstrate enhanced technical ability, and train other team members. - Register, own, and manage all critical incidents and service requests. - Assist the Service Desk Team Leader in managing day-to-day team performance and provide cover in their absence. - Work in a highly pressurized environment, communicate effectively with end users, and deal with rapid technological and business change. - Work in a three-shift rotation pattern and take responsibility for handover at the close of the shift. Objectives: - Customer Service: Respond quickly and competently to end user requests, manage high-severity incidents within SLA. - Problem Solving: Gather information, evaluate options, and offer effective solutions. - Product and Technical Knowledge: Understand overall systems environment and demonstrate enhanced technical ability. - Service Desk Operation: Oversee ticket management, assist in day-to-day running of the Service Desk. ITSD SL Roles and Responsibilities: - Receive and record all tickets/calls from end-users. - Ensure formal procedures are followed to provide technical support. - Greet end users/clients courteously and professionally. - Listen attentively to client needs and concerns, clarify requirements. - Provide initial assessment of all Incidents, escalate as necessary. - Communicate effectively with IT Division teams, take ownership of high-severity incidents. - Keep users informed on status and progress, ensure timely communication. - Manage third-party technology providers in relation to incidents raised. - Document known-errors and produce management reports. - Undertake monitoring on WAN, voice, and data systems. - Deliver a high level of customer service and minimize costs. - Provide additional end user support and advice on all IT issues. - Monitor and support I