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External Service Desk Analyst

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Aprio

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Location:
Colombia , Medellin ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Join Aprio's IT Operations team and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a External Service Desk Analyst to join their dynamic team.

Job Responsibility:

  • First-Line Support: Offer initial assistance to users via phone, email, or ticketing systems. Address common issues such as password resets, software installation, printer problems, and basic network troubleshooting
  • Ticket Management: Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket
  • Issue Resolution: Diagnose and resolve simple technical problems following established procedures and scripts. Provide step-by-step guidance to users to resolve routine issues
  • Escalation: Identify situations requiring advanced technical expertise and escalate tickets to Level 2 or appropriate support teams, providing all necessary documentation and background
  • Customer Service: Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding. Deliver consistent updates on the status of their requests
  • Knowledge Management: Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization's knowledge base
  • Follow-up: Ensure all tickets are resolved in a timely manner, following up with users to confirm resolution and satisfaction, and closing tickets upon completion
  • User Onboarding and Offboarding: Facilitate the onboarding of new hires by preparing accounts, devices, and access to essential systems. Ensure that departing staff’s accounts are deactivated securely and that devices and data are properly managed in accordance with organizational policies
  • System Monitoring: Perform routine checks on critical IT systems as directed, reporting anomalies or failures to higher-level support staff
  • Adherence to Policies: Follow company protocols, security procedures, and data privacy guidelines at all times

Requirements:

  • Technical Knowledge: Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, and common applications
  • Communication Skills: Ability to communicate technical concepts to non-technical users in clear, straightforward language
  • Problem-Solving: Logical approach to troubleshooting and resolving common technical issues
  • Customer Service Orientation: Friendly, patient, and professional demeanor in all user interactions
  • Organizational Skills: Efficient time management and ability to prioritize multiple requests
  • Team Collaboration: Willingness to work with other IT staff and support teams
  • Adaptability: Comfortable working in a fast-paced environment and adapting to new technologies and processes
  • Education: High school diploma or equivalent required. Relevant IT certifications (e.g., CompTIA IT Fundamentals, A+) are preferred but not mandatory
  • Experience: Prior customer service experience is highly beneficial. Entry-level IT support experience or internship is desirable but not essential
  • comprehensive training is often provided

Nice to have:

  • Relevant IT certifications (e.g., CompTIA IT Fundamentals, A+) are preferred but not mandatory
  • Prior customer service experience is highly beneficial
  • Entry-level IT support experience or internship is desirable but not essential
What we offer:
  • Working with an industry leader: Be part of a high-growth firm that is passionate for what's next
  • An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience
  • A great team: Work with a high-energy, passionate, caring, and ambitious team of professionals in a collaborative culture
  • Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement
  • Competitive compensation: You will be rewarded with competitive compensation

Additional Information:

Job Posted:
February 16, 2026

Work Type:
On-site work
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