IT Support / Service Desk Analyst - Bilingual

About the role

We are looking for a bilingual IT Support / Service Desk Analyst to join our Medellín team. You will provide first‑ and second‑level technical assistance to end users, ensuring smooth operation of desktops, laptops, mobile devices and Microsoft Office applications.

Key responsibilities

• Deliver first‑ and second‑level support for hardware, software and system issues.
• Troubleshoot desktops, laptops, printers, mobile devices and Microsoft Office suite (Outlook, Excel, Word, Teams).
• Install, configure and maintain computer systems and applications.
• Manage tickets through the service‑desk system, documenting incidents and resolutions.
• Assist with account setup, password resets and access issues.
• Perform system updates, software installations and basic network troubleshooting.
• Escalate complex problems when necessary while maintaining high customer satisfaction.

Required profile

• Minimum 2 years of experience in IT Support, Service Desk or Help Desk.
• Strong knowledge of Windows operating systems and Microsoft Office products.
• Good written and verbal English communication skills.
• Ability to work independently, manage multiple tasks and stay organized under pressure.

Required skills

• Windows OS
• Microsoft Office (Outlook, Excel, Word, Teams)
• Active Directory
• Office 365
• Ticketing systems
• Basic networking concepts
• Remote support tools
• ITIL service‑management processes