Job Summary: Support the help desk area by diagnosing incidents, restoring services, performing escalations, and documenting failures to ensure business continuity. Key Highlights: 1. Key support in the help desk 2. Incident diagnosis and resolution 3. Opportunities for growth and development **Job Description** ---------------------- Support the help desk area * Take over tasks handled by the first level. * Conduct the appropriate incident diagnosis. * Restore the service regardless of whether the solution is definitive or temporary, and regardless of whether it falls within your scope of responsibility. * Perform functional escalations, attaching screenshots and/or evidence to provide the third level with context regarding the reported failure. * Document the reported failure to the incident manager to determine whether it should be addressed through a change committee or managed as a problem-handling procedure. * Perform hierarchical escalations if necessary. * Inform the incident manager about the reported failure and its impact on the business. * Escalate when the first level cannot resolve the issue. * Execute the incident lifecycle process according to the root cause of the incident. **Candidate Requirements** -------------------------- * Technical or technological degree; undergraduate student or graduate in Systems or related fields + Minimum 6 months of experience + Proficiency in office tools, information analysis, and management + Availability for rotating shifts **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the job posting 2\. Check your email 3\. Log into Aira and answer the requested questions and/or tests Then, if we find your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Colombia’s first Contact Center and BPO, with over 28 years of experience delivering comprehensive solutions to public and private sector companies for customer service and management. Thanks to our track record and commitment to our purpose — "Improving Lives, Our Commitment" — since 2021 we have been a BIC company (Benefit for Collective Interest), reinforcing our dedication and continuous efforts to generate well-being and efficiency for our clients and collaborators, as well as our intention to contribute to social and environmental issues in our country. We have over 6.500 collaborators — the \#OSFamily — across the national territory, working for Colombia’s and Latin America’s most important companies and institutions to transform experiences. **Our Benefits** ----------------------- * Career development plan * Personal and spiritual growth programs * Discounts with various partner organizations * Affiliation with employee fund
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
