Job Function: IT & Solutions Why SoftwareOne?: Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver to our customers, our business, and the employees around you. SoftwareOne employees are energetic, agile, and passionate about delivering an exceptional Customer Happiness experience and outstanding results. Our leaders empower and motivate their teams, providing a work environment that generates extraordinary levels of Workplace Happiness. We operate with low ego. Our leaders demonstrate a high level of teamwork, yet they can also move quickly and lead change in a global economy. We are a leading global provider of comprehensive software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support approximately 65,000 customers in their digital transformation journey. The role: ### **Apprentice – Help Desk Support and Management (Paid)** ### **Apprenticeship Contract | On-site (Medellín)** Are you looking to complete your internship during the first semester of 2026? This is it! Are you seeking a role where you can learn processes, grow your ITIL expertise, and directly contribute to SLA compliance? Would you like to work in a collaborative, dynamic, and results-oriented environment? You will complete your internship within the Help Desk Support team, closely collaborating with the on-site team at the client’s offices. Key responsibilities include effective ticket management—ensuring proper registration, classification, documentation, and timely escalation to maintain service continuity—as well as hardware asset dispatch, among other duties. **Responsibilities:** * Register, categorize, and assign tickets following established procedures. * Verify that information is complete and consistent before processing. * Register and update technological assets in the relevant system. * Conduct follow-up to ensure adherence to Service Level Agreements (SLAs). * Apply ITIL standards in daily service management. What we expect from you: * Be a student pursuing a technical or technological degree in Systems or related fields, with authorization to sign an apprenticeship contract in the first semester of 2026. * Basic knowledge of ITIL and ticketing tools. * Basic understanding of computing equipment, applications, and office productivity tools. * Strong ability to organize information, prioritize tasks, and work process-oriented. * Proactive, responsible attitude with a strong focus on service quality. * High attention to detail, orderliness, and consistency in operational tasks. **Why join our team?** At SoftwareOne, you’ll become part of a global organization driving growth, innovation, and meaningful impact. Your development and well-being are our top priorities.