6.797 Ofertas de Sitel en Colombia

Description

The Information Technology department is seeking a professional
IT Service Desk Technician
for level 1 support, to join our IT Service Desk team. The Level 1 IT Service Desk Technician is the first point of contact for end-users encountering IT-related issues and inquiries. This role involves providing timely technical support, troubleshooting common hardware and software problems, and escalating more complex issues to Level 2 technicians or other IT teams when necessary. The Level 1 Technician will provide first-level troubleshooting support for a variety of computing issues, assists in maintaining documentation, and ensure excellent customer service standards are met.

Principal Accountabilities:

• Provide initial technical support and assistance to end-users via phone, email, MS teams, or a ticketing system.
• Act as first point of contact for all IT issues, quickly responding to Team Partner requests for IT service within SLA guidelines.
• Identify, diagnose, and resolve basic hardware and software issues, including password resets, software installations, and printer configurations.
• Log all Service Desk interactions accurately and promptly into the ticketing system, ensuring proper categorization, prioritization, and resolution.
• Follow standard operating procedures and troubleshooting guides to resolve common IT problems independently.
• Escalate unresolved issues to Level 2 technicians or other IT teams, providing detailed information and documentation for further investigation and resolution.
• Assist in maintaining and updating documentation, knowledge base articles, and standard operating procedures for IT support processes and procedures.
• Provide excellent customer service and communication, keeping end-users informed of the status of their requests and ensuring satisfaction with the resolution provided.
• Adhere to IT policies, procedures, and security standards.

Requirements
:

• Englis level B1+ and above
• High school diploma required.
• Associate degree in a technical discipline (Computer Science, MIS, Engineering, IT, etc.) or 1+ years in an IT related field
• 1+ years in a Call Center/Service Desk enterprise environment
• Strong customer service focus, organizational skills, and ability to multi-task with excellent time management skills required.
• Basic understanding of computer hardware, operating systems (Windows 10/11), and common business applications (Office 365, Active Directory, SSO, etc.)
• Hands on experience working with an ITSM/ticketing system (ServiceNow, Cherwell, Remedy, etc.)
• Excellent communication and interpersonal skills, with the ability to communicate technical information effectively to non-technical end-users.
• Ability to take initiative, assume responsibility and follow up in a timely manner.
• Ability to maintain composure and re-prioritize work in a fast-paced environment.
• 1+ Years working in a business environment as part of a team.
• Ability to travel up to 10%.

Sé parte de Stefanini

En Stefanini somos más de genios, conectados desde 41 países, haciendo lo que les apasiona y co-creando un futuro mejor.

Responsabilidades y atribuciones:

• Brindar soporte técnico de primer nivel a los usuarios finales por teléfono, correo electrónico o en persona.
• Solucionar y resolver problemas de hardware y software, incluidos equipos de escritorio, portátiles, impresoras y dispositivos móviles.
• Instalar, configurar y mantener aplicaciones de software y sistemas operativos.
• Ayudar con la administración de cuentas de usuario, incluidos restablecimientos de contraseñas y permisos de acceso.
• Colaborar con otros equipos de TI para escalar y resolver problemas técnicos complejos
• Documente todos los incidentes y resoluciones en el sistema de tickets de la mesa de ayuda.
• Proporcionar un excelente servicio al cliente y garantizar altos niveles de satisfacción del cliente.

Requisitos y competencias:

• Experiencia como analista de mesa de ayuda o puesto similar.
• Conocimiento de los sistemas operativos Windows y Microsoft Office Suite.
• Soporte de aplicaciones N1
• Conocimientos en manejo de SQL Server
• Habilidades de comunicación y resolución de problemas.
• Capacidad para trabajar de forma independiente y priorizar tareas de manera efectiva.
• Mentalidad orientada al cliente con pasión por brindar un servicio excepcional.
• Deseable certificación ITIL V3 o superior. (No excluyente).

Job Description: Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes)

Answers questions regarding system procedures, online transactions, systems status and downtime procedures, and is typically located within a call center

Interacts with network services, software systems engineering and/or application development in order to restore service and/or identify problems

Maintains a troubleshooting tracking log ensuring timely resolution of problems

Complexity & Problem Solving:

• Learns routine assignments of limited scope and complexity.

• Follows practices and procedures to solve standard or routine problems.

Autonomy & Supervision:

• Receives general instructions on routine work and detailed guidance from more senior members on all new tasks.

• Work is typically reviewed in detail at frequent intervals for accuracy.

Communication & Influence:

• Builds stable internal working relationships.

• Communicates and seeks guidance/feedback regularly from more senior members of the team.

• Primarily interacts with supervisors, project leads, mentors, or other professionals in the same discipline.

• Explains facts, policies, and practices related to discipline.

Knowledge & Experience:

• Typically requires a college degree (or equivalent) with up to one year of experience but may not have any.

• Has conceptual knowledge of theories, principles, and practices within discipline and industry.

About Us
:

Pharmbills is a leading American outstaffing company that connects exceptional talent worldwide with industry leaders in healthcare, finance, real estate, and beyond. With a strong international presence and a fast-growing team in Bogota, we aim to deliver innovative solutions while fostering professional growth.

Position Overview
:

We are seeking a skilled
Help Desk Technician
to engage with our dynamic team. This role involves managing, deploying, and maintaining technical systems and equipment while providing first-line technical support. As a Help Desk Technician, you'll ensure system security, optimize efficiency, and support a seamless user experience for our teams and stakeholders.

Purpose
:

To manage equipment, provide technical support, maintain system security, and document processes, ensuring operational excellence and user satisfaction.

Key Responsibilities
:

Equipment Management
:

• Procuring, preparing, and maintaining equipment inventory.
• Coordinating equipment deployment, returns, repairs, and replacements.

System Deployment and Configuration
:

• Installing and configuring hardware and software components.
• Performing initial setup, testing, and ensuring system readiness.

Technical Support
:

• Addressing technical inquiries and resolving issues as the first point of contact.
• Escalating complex challenges to specialized teams when necessary.

System Monitoring and Maintenance
:

• Monitoring system performance and ensuring infrastructure health.
• Conducting routine updates, troubleshooting, and backups to ensure data integrity.

Documentation and Knowledge Sharing
:

• Developing and maintaining a knowledge base for troubleshooting and support.
• Creating user guides for equipment and software use.

Security and Compliance
:

• Implementing and enforcing security policies to prevent unauthorized access.
• Monitoring and responding to potential security threats.

Continuous Improvement
:

• Staying updated on emerging technologies and best practices.
• Engaging in training and certification opportunities to enhance skills.

Required Skills and Qualifications
:

Technical Expertise
:

• Proficient in Windows and macOS operating systems.
• Knowledge of networking fundamentals (e.g., TCP/IP, DNS, VPN).
• Experience with IT service management tools like Jira.
• Familiarity with Microsoft Office Suite and common business applications.

Soft Skills
:

• Strong problem-solving abilities and attention to detail.
• Excellent communication skills, both verbal and written.
• A customer-focused mindset with a proactive approach to service.
• Ability to work both independently and within a collaborative team.

Language Proficiency
:

• English: B2+ level or higher.

What We Offer
:

• Global Collaboration
  : Engage with a diverse and supportive international team.
• Professional Growth
  : Access to opportunities for skill development and certification.
• Innovative Environment
  : Be part of a forward-thinking organization at the forefront of outstaffing.

If you're ready to contribute your technical expertise and innovative mindset, we encourage you to apply and engage with our thriving team

Join KEYRUS and help us shape the future

Who Are We?

At Keyrus, we're passionate about innovation and technology. We're a French company with over 28 years of experience, present in 26 countries and with more than 3,500 consultants around the globe. In Colombia, we've been leading digital experience and data intelligence solutions for 8 years, helping organizations evolve in the digital era.

Do you thrive in dynamic and challenging environments?
If you're passionate about technology and looking for a place where you can grow professionally, Keyrus is the right place for you Every day brings new challenges and opportunities to learn, evolve, and make a real impact.

We're looking for a
Help Desk Technician
to join our
Teamwork
. As a
Help Desk Technician
at Keyrus, you'll support end-users from two US-based clients, ensuring a smooth, professional experience through timely and high-quality technical assistance. You'll collaborate with both remote and on-site consultants to uphold excellence in service and ticket resolution.

What will your day-to-day look like?

• Provide first-level technical support for hardware, software, and IT systems issues.
• Monitor and manage incoming support requests via the ticketing system.
• Ensure accurate documentation and timely follow-up on all support issues.
• Collaborate with on-site consultants to resolve local IT incidents.
• Deliver user-focused support with clear and professional communication.

Do you have what we're looking for?

We'd Love To Meet You If You Have

• 2+ years of experience in Help Desk or IT support, preferably in remote or multi-client environments
• Excellent communication skills in English (both spoken and written)
• Strong troubleshooting skills and a customer service mindset
• Ability to work in fast-paced environments and manage multiple priorities
• Proficiency with Windows and macOS is required

Work Schedule and Flexibility

• Standard hours: 12:00 PM to 9:00 PM EST, Monday to Friday, 11AM - 8PM COT (UTC -5)
• Occasional coverage on holidays (rotation basis with the team)

Why Keyrus?

• A 100% remote position with a stable and structured work schedule
• A multicultural team and exposure to US-based client environments
• Opportunities to grow and evolve toward system and network administration responsibilities
• A professional and collaborative culture that values initiative and learning

We want you to feel part of Keyrus from day one
If you'd like to learn more about us, visit:

At Keyrus, we believe in diversity. That's why we evaluate only the technical and behavioral aspects of our candidates. We encourage everyone to apply—regardless of gender, age, ethnicity, religion, identity, or condition. Discrimination has no place in our team.

We hope to see you in the process

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

As a member of the Corporate Technology Support team, the IT Service Desk Manager will be responsible for managing a team of Service Desk Analysts for day-to-day operations, people management, and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and simplify processes. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations.

This role is an excellent opportunity for someone who is passionate about:

• Empowering self-service solutions
• Enhancing user independence through intuitive self-service options
• Proactive and predictive support
• Anticipating user needs and preventing issues before they arise
• Omni-channel experience
• Providing seamless support across multiple communication channels
• AI and automation integration
• Leveraging technology to streamline processes and improve efficiency
• Cultivating a stellar support team
• Building and developing a team of top-notch support professionals
• Mastering shift-left with repeated issue analysis
• Identifying patterns and addressing root causes to reduce recurring issues
• Integrating Self-Healing and ITSM Flow
• Implementing solutions that automatically resolve issues and optimize service management

Key Responsibilities

• Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs
• Monitor and evaluate team performance, providing feedback and coaching for improvement
• Analyze regular performance reports and take actions to ensure desired behaviors from team members
• Ensure service level targets are met and address all service-level complaints
• Build strong relationships with leaders and stakeholders to command their attention
• Develop training and performance improvement plans for team members
• Propose innovation and improvements to current processes, procedures, and tools to the Training, Process, and Tools Lead
• Identify gaps and areas of poor performance and provide recommendations for automation and simplification
• Apply creative thinking to drive automation goals and align with technology strategy
• Be an exemplary leader, embodying the organization's culture, vision, mission, and goals
• Support the adoption of new technologies and tools
• Provide subject matter expertise and manage external and internal collaboration projects
• Position may be required to work various time zones, in support of 24x7x365 support requirements

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic qualifications

5+ years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Preferred qualifications

Technical competence, which involves understanding the technologies used in the organization, troubleshooting techniques, and the ability to quickly adapt to new technologies.

Operations efficiency is also important, with experience in streamlining processes, improving customer service, reducing downtime, and managing resources effectively.

Capacity planning involves predicting and managing the resources required for Service Desk operations.

Independent thinking, out of the box thinking, decision making, and risk management are essential, with the ability to come up with unique solutions, make important decisions, and manage risks effectively.

Business case experience is necessary, with the ability to justify and advocate for resources or changes based on strategic and financial grounds.

Strong people leadership and performance management skills are required, with experience leading teams effectively, motivating employees, and managing their performance.

Strong communication skills and executive presence are important, with the ability to communicate effectively and maintain a commanding presence. Strong collaboration skills are needed, with the ability to work effectively with others, both within and outside the team, and foster a collaborative environment to achieve common goals.

Emotional intelligence is crucial, with the ability to understand and manage your own emotions and those of others, build strong relationships, manage conflicts, and lead effectively.

Change adaptability is necessary, with the ability to adapt to changes in the business environment and guide the team through them.

Project management skills are required, with an understanding of the principles and techniques of project management, and the ability to manage projects effectively and ensure they are completed on time and within budget.

Conflict resolution competence is important, with the ability to manage and resolve conflicts in a constructive manner, mediate disputes, and maintain a positive work environment.

Cultural competence is needed, with an understanding and respect for different cultural backgrounds and viewpoints, and the ability to work effectively with a diverse team and promote inclusivity.

Change management competence is essential, with the ability to manage changes in the organization effectively, plan for change, communicate it effectively, and guide the team through it.

Proven experience as a Service Desk Leader or similar leadership role is required, along with hands-on experience with service desk operations. Team leadership skills and a Bachelor's degree in computer science, information technology, or a related field are necessary. At least 5 years of experience in service desk management or IT service delivery is required. Strong verbal and written communication skills are important, with the ability to quickly master new systems and processes. A natural collaborator with excellent verbal, written, and presentation skills is needed.

Troubleshooting knowledge for Microsoft Windows 10 and 11, Mac, mobile devices (Android and iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, internet connectivity, and communication tools (Teams, Webex, etc.) is required. Work experience with Microsoft Active Directory Users and Groups Management is necessary. An understanding of basic network management (TCP/IP, wireless, DNS, DHCP) including administration of various kinds of network devices is required. Experience using remote support tools such as Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc. is needed. Experience using ServiceNow is required. Strong knowledge of the ITIL framework and service desk tools is necessary, and certification in IT service management, project management, or quality management is preferred.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

En Stefanini somos más de genios, conectados desde 41 países, haciendo lo que nos apasiona y co-creando un futuro mejor.

Con el fin de continuar creciendo, actualmente nos encontramos en la búsqueda de un técnico informático para trabajar como Help Desk Lead

Responsabilidades y atribuciones

• Experiencia en la administración de mesa de ayuda y supervisión para la provisión de soporte técnico a los clientes de manera oportuna y precisa.
• Establecer estándares de servicio al cliente y las mejores prácticas a lo largo de todo el proceso de soporte técnico Seguimiento con los clientes para identificar áreas de mejora.
• Desarrollar informes regulares sobre la productividad del equipo.
  Entrena y apoyar a los analistas de la mesa de ayuda.

Requisitos y calificaciones

• Metodología ITIL
• 2 a 3 años de experiencia
• Nivel mínimo a considerar: B2 en ingles

¿Buscas un lugar donde tus ideas brillen?

Con más de 38 años y una presencia global, en Stefanini transformamos el mañana juntos. Aquí, cada acción cuenta y cada idea puede marcar la diferencia. Únete a un equipo que valora la innovación, el respeto y el compromiso.

Si eres una persona disruptiva, te mantienes en aprendizaje continuo y la innovación está en tu ADN, entonces somos lo que buscas. Ven y construyamos juntos un futuro mejor

About Us
:

Pharmbills is a leading American outstaffing company that connects exceptional talent worldwide with industry leaders in healthcare, finance, real estate, and beyond. With a strong international presence and a fast-growing team in Bogota, we aim to deliver innovative solutions while fostering professional growth.

Position Overview
:

We are seeking a skilled
Help Desk Technician
to engage with our dynamic team. This role involves managing, deploying, and maintaining technical systems and equipment while providing first-line technical support. As a Help Desk Technician, you'll ensure system security, optimize efficiency, and support a seamless user experience for our teams and stakeholders.

Purpose
:

To manage equipment, provide technical support, maintain system security, and document processes, ensuring operational excellence and user satisfaction.

Key Responsibilities
:

Equipment Management
:

• Procuring, preparing, and maintaining equipment inventory.
• Coordinating equipment deployment, returns, repairs, and replacements.

System Deployment and Configuration
:

• Installing and configuring hardware and software components.
• Performing initial setup, testing, and ensuring system readiness.

Technical Support
:

• Addressing technical inquiries and resolving issues as the first point of contact.
• Escalating complex challenges to specialized teams when necessary.

System Monitoring and Maintenance
:

• Monitoring system performance and ensuring infrastructure health.
• Conducting routine updates, troubleshooting, and backups to ensure data integrity.

Documentation and Knowledge Sharing
:

• Developing and maintaining a knowledge base for troubleshooting and support.
• Creating user guides for equipment and software use.

Security and Compliance
:

• Implementing and enforcing security policies to prevent unauthorized access.
• Monitoring and responding to potential security threats.

Continuous Improvement
:

• Staying updated on emerging technologies and best practices.
• Engaging in training and certification opportunities to enhance skills.

Required Skills and Qualifications
:

Technical Expertise
:

• Proficient in Windows and macOS operating systems.
• Knowledge of networking fundamentals (e.g., TCP/IP, DNS, VPN).
• Experience with IT service management tools like Jira.
• Familiarity with Microsoft Office Suite and common business applications.

Soft Skills
:

• Strong problem-solving abilities and attention to detail.
• Excellent communication skills, both verbal and written.
• A customer-focused mindset with a proactive approach to service.
• Ability to work both independently and within a collaborative team.

Language Proficiency
:

• English: B2+ level or higher.

What We Offer
:

• Global Collaboration
  : Engage with a diverse and supportive international team.
• Professional Growth
  : Access to opportunities for skill development and certification.
• Innovative Environment
  : Be part of a forward-thinking organization at the forefront of outstaffing.

If you're ready to contribute your technical expertise and innovative mindset, we encourage you to apply and engage with our thriving team

Factech es una empresa multinacional especializada en proporcionar a las grandes compañías servicios de IT en las principales tecnologías, contamos con más de 2500 profesionales al servicio de nuestros principales clientes. Nuestras sedes se reparten en España, Colombia y México.

Nos encontramos en constante búsqueda e incorporación de talento, es por eso que seguimos ampliando nuestro equipo incorporando 2 Técnicos de Soporte.

Perfil Solicitado

• Técnico de soporte Help-Desk especializado en la gestión de incidencias y peticiones que se recepcionan a través de nuestro Centro de Servicios.
• Estos recursos serán realizarán asistencia técnica de primer nivel a los usuarios en base a procedimientos operativos en cada una de las áreas técnicas.
• Realizarán el seguimiento para asegurar una resolución eficiente y oportuna de las incidencias reportadas.
• Principalmente el soporte será del entorno de microinformática y de aplicaciones a nivel funcional en un nivel básico.
• Detección de posibles causas de errores y problemas.
• Conocimientos avanzados en herramientas ofimáticas. Especialmente Microsoft 365.
• Conocimientos en sistemas y redes a nivel básico.
• Buena expresión oral y escrita.
• Capacidad de organización.
• Habilidad para el trato con el usuario.
• Trabajo en equipo.
• Empatía y escucha activa

Importante

• Horario de Trabajo: Hay que cubrir inicialmente el horario de 16:00 a 24:00 horas de España.
• Lugar de Trabajo: Oficina Colombia
• Equipamiento: Portátil + Monitor
• Se harán Turnos (Hrs. Extras): Se debe cubrir fines de semana también.

¿Qué ofrecemos?

• Contrato indefinido
• Modalidad Presencial: Bogotá
• Invertimos en su salud física y emocional (Seguro Médico Privado)
• Intentamos siempre trabajar con últimas tecnologías y proyectos innovadores.

¿Aceptas el desafío? Te esperamos con los brazos abiertos

En Factech fomentamos un entorno laboral basado en el respeto por nuestros profesionales, el desarrollo profesional y la promoción de la igualdad de oportunidades sin discriminación alguna por cuestión de género, es por eso que te invitamos a formar parte de nuestra gran familia Factech.