Service Desk Analyst

Aprio

. Offer first-line assistance via phone, email, or ticketing systems .

Posted 10/6/2026full-timeMedellin • ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in providing first-line IT support, including troubleshooting hardware and software issues, managing service requests, and ensuring user satisfaction. Capable of communicating technical concepts clearly to non-technical users while adhering to security protocols and data privacy guidelines.

Highest-signal resume keywords

IT SupportTroubleshootingCustomer ServiceWindows Operating SystemMacOS Operating System

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic Computer HardwareSoftware InstallationNetwork ConceptsIT Service ManagementTechnical Problem DiagnosisTicketing SystemsData Privacy GuidelinesAccount ManagementCritical IT System ChecksDocumentation of Issues

Soft Skills

Clear CommunicationFriendly DemeanorTime ManagementPatienceAdaptability

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

First-Line AssistanceUser OnboardingService RequestsTechnical SupportFast-Paced Environment

Tech Stack

Tools & technologies

ITSMMacOS

About the role

Key responsibilities & impact

Offer first-line assistance via phone, email, or ticketing systems
Address password resets, software installation, printer problems, and basic network troubleshooting
Log service requests, incidents, and inquiries into the IT service management platform
Diagnose and resolve simple technical problems using established procedures and scripts
Provide step-by-step guidance to users
Escalate complex tickets to Level 2 or appropriate support teams with documentation and background
Communicate clearly and professionally and provide status updates
Consult and contribute to documentation of known issues, resolutions, and FAQs
Follow up with users, confirm resolution and satisfaction, and close tickets
Facilitate onboarding by preparing accounts, devices, and system access
Securely deactivate departing staff accounts and manage devices and data
Perform routine checks on critical IT systems and report anomalies or failures
Follow company protocols, security procedures, and data privacy guidelines

Requirements

What you’ll need

Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, and common applications
Ability to communicate technical concepts to non-technical users in clear, straightforward language
Logical approach to troubleshooting and resolving common technical issues
Friendly, patient, and professional demeanor in user interactions
Efficient time management and ability to prioritize multiple requests
Willingness to work with other IT staff and support teams
Comfort working in a fast-paced environment and adapting to new technologies and processes
High school diploma or equivalent required
Prior customer service experience is highly beneficial
Entry-level IT support experience or internship is desirable but not essential
May require shift work, including evenings, weekends, and holidays, to provide 24/7 or extended coverage
Necessary to go to the office 3 times in a week

Benefits

Comp & perks

Opportunity to grow with a future-focused, innovative firm
Working with an industry leader and high-growth firm
Collaborative, high-energy, passionate, caring, and ambitious team culture
Continuous learning and professional advancement opportunities
Competitive compensation
Equal opportunity employer