Aprio Colombia - Service Desk Analyst (Medellín)

Aprio is a progressive, fast‑growing firm looking for a Service Desk Analyst to help clients maximize their opportunities.

Position Responsibilities

• Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket.
• Diagnose and resolve simple technical problems following established procedures and scripts; provide step‑by‑step guidance to users to resolve routine issues.
• Identify situations requiring advanced technical expertise and escalate tickets to Level2 or appropriate support teams, providing all necessary documentation and background.
• Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding; deliver consistent updates on the status of their requests.
• Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization’s kno...