IT Service Desk Shift Lead

Elevate Your Career with Emapta: Where Innovation Meets Opportunity

Experience the pinnacle of outsourcing success with Emapta. Boasting over a decade of industry mastery across six nations, Emapta has elevated team building to an art form, serving a vast clientele of 700+ businesses worldwide. Their workforce of 7,000+ professionals fuels enterprises with unparalleled efficiency and competitiveness. Emapta's triumph reverberates through its exceptional client and employee satisfaction, reflected in stellar Glassdoor and Facebook ratings (4.5/5) and a remarkable 94% employer approval rate. Founded by visionary Australian entrepreneur Tim Vorbach, Emapta revolutionizes traditional BPO paradigms, offering bespoke solutions that empower businesses to thrive. With a strategic presence across 18 high-performance offices spanning six countries, Emapta's commitment to client satisfaction and employee welfare sets it apart as a beacon of excellence in the outsourcing landscape. Join Emapta and become part of a global success story, where your talents are celebrated, nurtured, and empowered to shape the future of outsourcing.

A Preview of Your Role

Be part of our client’s team as an IT Service Desk Shift Lead. Responsible for remote technical support via telephone and email for internal and external customers. Manage ticket queues, high-severity incidents, and ensure SLA compliance. Lead the team in day-to-day operations, maintain user satisfaction, and ensure efficient IT service delivery.

Job Overview:

Employment Type: Indefinite Term Contract

Shift: Rotating Shift

Work Setup: Onsite, Bogotá, and Medellin

Ignite Your Potential with the Required Qualifications:

Education: BS in Information Technology, MIS, or a similar program; or equivalent work experience.

Experience Target: Minimum of 2 years as an IT Service Desk Analyst, preferably with a senior or supervisory role.

Technical Competency:

Background in three or more of the following:

Windows 10/7/2000/XP/Vista Desktop support

Microsoft Internet Explorer/Office/Outlook

Avaya or Nortel telephony

Windows Server 2000/2003 support and administration

Microsoft IIS, ISA, or Exchange

Active Directory 2000/2003

Local Area Networks (Cisco or 3Com)

Wide Area Networks

Knowledge in TCP/IP

ITIL experience and qualification would be an advantage.

Additional language skills to a technical level would be an advantage.

Personal Competency:

Competent problem-solving skills.

Customer service oriented.

Assertive and proactive.

Strong command of oral and written English.

Interpersonal communication skills and pleasant demeanor.

Engaging with internal (core teams) and external stakeholders (client/client staff).

Ability to carry out technical diagnosis/analysis.

Flexible attitude and wide knowledge of IT.

Willingness to rotate shifts as needed.

Ability to perform light hand activity work at a computer station in an office environment.

Demonstrable leadership qualities and willingness to take responsibility.

Fuel Your Success with Key Responsibilities:

Provide remote telephone and e-mail technical support and assistance for internal and external customers.

Maximize resolved incidents at first line without referral to enhance customer satisfaction and user experience.

Manage ticket queue, ensure assignment to on-shift IT staff, and coordinate to meet prescribed SLAs.

Handle high severity incidents, demonstrate enhanced technical ability, and train other team members.

Register, own, and manage all critical incidents and service requests.

Assist the Service Desk Team Leader in managing day-to-day team performance and provide cover in their absence.

Work in a highly pressurized environment, communicate effectively with end users, and deal with rapid technological and business change.

Work in a three-shift rotation pattern and take responsibility for handover at the close of the shift.

Objectives:

Customer Service: Respond quickly and competently to end user requests, manage high-severity incidents within SLA.

Problem Solving: Gather information, evaluate options, and offer effective solutions.

Product and Technical Knowledge: Understand overall systems environment and demonstrate enhanced technical ability.

Service Desk Operation: Oversee ticket management, assist in day-to-day running of the Service Desk.

ITSD SL Roles and Responsibilities:

Receive and record all tickets/calls from end-users.

Ensure formal procedures are followed to provide technical support.

Greet end users/clients courteously and professionally.

Listen attentively to client needs and concerns, clarify requirements.

Provide initial assessment of all Incidents, escalate as necessary.

Communicate effectively with IT Division teams, take ownership of high-severity incidents.

Keep users informed on status and progress, ensure timely communication.

Manage third-party technology providers in relation to incidents raised.

Document known-errors and produce management reports.

Undertake monitoring on WAN, voice, and data systems.

Deliver a high level of customer service and minimize costs.

Provide additional end user support and advice on all IT issues.

Monitor and support IT security policy adherence.

Stay current on products, procedures, and important issues.

Contribute ideas to resolve incidents and improve productivity.

Utilize decision-support tools to answer technical questions.

Solve technical problems and offer solutions to non-standard issues.

Maintain broad knowledge of client-supported products and services.

Use initiative to strengthen own knowledge in key technical areas.

Unlock Exclusive Benefits:

5 Days work week

Prepaid medicine

Work-Items (laptop, mouse, and headset)

Indefinite term type contract

5 extra days of vacation leave (20 in total) that could be monetized.

Direct exposure to our clients

Career growth opportunities

Diverse and supportive work environment

Prime Office Locations - Bogotá and Medellin

Upskilling: Emapta Academy

Discover Emapta, where your career meets Colombian vibrancy!

Emapta is not just a global outsourcing powerhouse; it's a hub of opportunity infused with the lively spirit of Colombia. Joining us means becoming part of a community that values the unique cultural mosaic of our country. With a proven track record and an array of international clients, Emapta provides a robust platform for your professional journey without the need for you to hop into a plane and work abroad.

At Emapta, we go beyond being a workplace; we're a community that treasures the harmony between professional and personal life. Emapta is a cultural melting pot that fosters innovation, collaboration, and continuous learning. Immerse yourself in our dynamic culture and contribute to an organization that puts employee well-being at the forefront.

We look forward to welcoming you to the Emapta family in Colombia.

#EmaptaExperience