IT Support Analyst

Description

Job Summary: We are seeking a service-oriented IT Support Analyst with strong problem-solving skills and a passion for technology to ensure an efficient technological experience for users. Key Highlights: 1. Key role in the development of online higher education 2. Promotes camaraderie and teamwork 3. Opportunity for career development plan **Are you looking for an opportunity to advance your technology career and make an impact through service?** At the **International University Foundation of La Rioja**, we believe in the power of education to transform lives. We seek individuals committed to generating a positive impact on society, interested in innovation, and eager to contribute—through their role—to the development of online higher education. **We invite you to apply to join our community as an IT Support Analyst.** We seek a service-oriented individual with strong problem-solving skills and a passion for technology, who will help guarantee an efficient and high-quality technological experience for students, faculty, and staff. **What will be your mission?** Provide first-level support to users by promptly managing incidents, requests, and technical inquiries, ensuring compliance with service-level agreements (SLAs) and contributing to the operational continuity of the organization’s platforms and services. **What will be your responsibilities?** * Provide first-level user support via ticketing tools, email, Microsoft Teams, and telephone assistance. * Analyze, log, categorize, prioritize, and track incidents and service requests. * Perform initial diagnostics of functional incidents related to corporate applications. * Manage requests regarding users, access rights, permissions, and application configurations. * Identify, document, and collect evidence to appropriately escalate incidents to specialized teams. * Proactively follow up on cases until resolution, keeping users informed. * Coordinate with various technology teams to ensure continuity of services and business processes. * Participate in developing and updating procedures, manuals, and knowledge bases. * Detect recurring incidents and propose improvement actions aimed at optimizing the user experience. * Contribute to meeting established service-level agreements (SLAs). **What are we looking for?** Professional degree in Systems Engineering, Telecommunications, Computer Science, or related fields. Minimum 3 years of experience in Level 1 Support, Service Desk, Help Desk, or User Support roles within corporate environments. Experience analyzing and tracking incidents related to business applications. Experience managing requests and supporting users using ticketing tools. Experience working with procedures, incident prioritization, and SLA tracking. Experience in educational, university, or high-volume user environments is desirable. **Knowledge:** * Ticketing tools such as ServiceNow, Jira, Freshservice, or similar. * Microsoft 365 and collaborative tools. * Incident, request, and change management. * IT service management methodologies (e.g., ITIL or similar). * Functional knowledge of corporate applications and business processes. * Development and analysis of operational metrics. **Competencies:** * Strong user orientation and service mindset. * Analytical ability and problem-solving skills. * Excellent verbal and written communication skills. * Organizational skills and efficient priority management. * Teamwork and collaboration across multiple departments. * Proactivity and commitment to continuous improvement. **What do we offer?** * Job stability. * Base salary + statutory benefits. * Full-time working schedule. * Join a stable, rapidly expanding company with international presence. * 80% tuition scholarship for employees pursuing any of our academic programs. * An exceptional work environment that fosters camaraderie and teamwork, along with career development opportunities. **Join an institution experiencing robust growth and international expansion, recognized for its academic excellence and commitment to innovation!** *The International University Foundation of La Rioja–UNIR (hereinafter, "FUC") will process the personal data you have provided for the purpose of: managing your participation in recruitment processes, evaluating your profile, and, if suitable for other vacancies, sharing it with other companies within the Group.* *Detailed information about the processing of your personal data is available in the legal notice accompanying the registration form. As the data subject, you have the right to access, update, and correct your personal data and, where applicable, to request deletion or withdrawal of consent granted for its processing, by sending written communications to:**ppd@unir.edu.co**.* #LI-DJ1