Job Summary: A leading company in the technology sector is seeking an IT Analyst to comprehensively manage IT services, optimize processes, and improve user experience. Key Highlights: 1. Enhance professional growth in the technology sector. 2. Lead help desk management under ITIL practices. 3. Design and implement continuous improvement plans. A leading company in the technology sector is seeking an IT Analyst with at least three (3) years of experience in service and help desk management, who wishes to enhance their professional growth and contribute their talent toward process optimization and user experience improvement. Academic Qualifications: Technical diploma, technological program, or undergraduate degree in Systems Engineering, Electronic Engineering, Telecommunications Engineering, Industrial Engineering, Electrical Engineering, Software Development Technology, or related fields. Job Requirements: - Knowledge of ITSM management and best ITIL practices. - Proficiency with help desk tools such as ServiceNow. - Experience monitoring SLA and KPI metrics. - Knowledge of incident, problem, and change management. - Proficiency with technological platforms (Cloud, On-Premise, O365). - Knowledge of infrastructure, networks, security, and licensing. - Fundamentals of Azure and contract administration. - Ability to manage SOX audits and controls. Job Mission: Comprehensively manage IT services through help desk administration, ensuring adherence to service level agreements, continuous process improvement, and appropriate user support. Responsibilities: - Lead comprehensive help desk management under ITIL practices. - Monitor and analyze service metrics (SLA, KPI) and generate reports. - Coordinate resolution of incidents, problems, and changes. - Manage audits, SOX controls, and process compliance. - Design and implement service continuous improvement plans. Professional Competencies: Teamwork, assertive communication, leadership, analytical thinking, results orientation, time management. Salary: $4,000,000 to 6,000,000 + current statutory benefits. · Contract Type: Indefinite-term contract. Working Hours: 7:00 am to 5:00 pm. Work Location: Medellín, Antioquia Work Mode: Hybrid.-Requirements- Minimum Education: University / Technical Program 3 years of experience Keywords: analyst