About SoftwareOne At SoftwareOne, our success is measured by the value we deliver to our customers, business, and employees. We empower our teams to work in an environment that fosters Employee Happiness and enables us to provide Customer Happiness. Job Description We are seeking a highly skilled On-site Support Analyst to join our team in Bogotá. As part of our global software and cloud technology solutions provider, you will be responsible for providing top-notch support services to our clients. - Logging and classification of incidents and requests - Resolution of common problems - Escalation of complex incidents - Providing assistance, support, and guidance to users - Performing accurate diagnostics of user-reported issues - Handling requests - Monitoring and closing incidents and requests - Updating the Knowledge Base Requirements To succeed in this role, you will need: - Technical or technological training in systems or related fields - Experience and knowledge working as a help desk analyst for over one year - Proven experience in IT support or a similar technical support role - Strong problem-solving and communication skills - Familiarity with ticketing systems and ITIL processes is a plus - Ability to work independently and as part of a team - Customer-focused mindset