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Aprio Colombia - Service Desk Analyst

Aprio· Information Technology
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Hybrid (Medellin, Colombia)Aprio ColombiaPosted 2w ago

About the role

Service Desk Analyst to join Aprio Colombia's Information Technology team. The role serves as the first point of contact for users, logging, diagnosing, and resolving basic technical issues, escalating complex problems, and maintaining clear communication throughout the resolution process.

Responsibilities

  • 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 onboarding of new hires by preparing accounts, devices, and access to essential systems; ensure departing staff accounts are deactivated securely.
  • 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.

Qualifications

  • Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, common applications, O365 Admin, InTune and Azure.
  • Ability to communicate technical concepts to non-technical users in clear, straightforward language.
  • Logical problem-solving and troubleshooting skills.
  • Customer service orientation: friendly, patient, and professional demeanor in all user interactions.
  • Organizational skills and ability to prioritize multiple requests.
  • Team collaboration and adaptability in a fast-paced environment.

Skills

Required:Technical KnowledgeCommunicationProblem-SolvingCustomer ServiceOrganizational SkillsTeam CollaborationAdaptability
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Aprio

Grow with Aprio

Aprio is the business advisory, tax, and accounting firm for innovators, business leaders, and entrepreneurs. Get the guidance, technology, and resources you need to compete, scale, and meet what's next with confidence.

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