Service desk agent - bogotá

Descripción del cargo

IT Product Support – Service Desk Agent

We’re looking for an IT Product Support – Service Desk Agent to provide L2 application support for a global eQMS environment.

Location: Bogotá, Colombia – On-site
English: Solid/Advanced
Experience: 2–5 years in Service Desk / IT Application Support

Key Responsibilities:

• Handle L2 incidents, service requests, standard changes and escalations.
• Monitor and troubleshoot eQMS application issues.
• Support go-lives, hypercare, releases and data migration activities.
• Manage tickets using BMC Helix ITSM or similar tools.
• Coordinate with development, infrastructure, QA/validation and business teams.
• Maintain knowledge articles, troubleshooting guides and support documentation.

What we’re looking for:

• Strong IT Service Management / ITIL mindset.
• Experience with ticketing and incident management.
• Knowledge of regulated systems, GAMP5, audit trails and electronic signatures.
• Experience with eQMS or Quality Management Systems is highly valued.
• Strong analytical and troubleshooting skills.
• Python, SQL, scripting, monitoring or log analysis are a plus.

Interested? Apply now!