IT Service Desk Analyst – Level 1

About the role

Audubon is looking for an IT Service Desk Analyst (Level 1) to join its Bogotá office. The analyst will be the first point of contact for internal users, delivering prompt technical assistance and ensuring a high‑quality end‑user experience.

Key responsibilities

• Provide first‑level support via phone, remote desktop tools and in‑person assistance.
• Troubleshoot hardware, software, printer and operating system issues.
• Install, configure, image and maintain desktop and laptop computers.
• Deploy and configure endpoint devices, including software installations.
• Create, modify and maintain user accounts and access permissions.
• Log, prioritize and resolve incidents using the Service Desk ticketing system while adhering to SLAs.
• Collaborate with third‑party vendors and internal IT teams when needed.
• Document incidents, resolutions and technical procedures.

Required profile

• Advanced English (C1) and preferably a bachelor’s degree in IT‑related field.
• At least two years of experience in a Service Desk, Help Desk or End‑User Support role.
• Strong customer‑service orientation and ability to manage multiple requests.

Required skills

• Active Directory administration
• Microsoft Windows operating systems
• Microsoft 365
• Service Desk ticketing systems
• Remote support tools
• System imaging and software deployment
• Troubleshooting of printing, connectivity and hardware/software issues