JOB TITLE: Helpdesk Analyst TEAM/PROGRAM: ITD Management LOCATION: Bogotá GRADE: (4) ? Officers Contract Type: Permanent Employment Contract Salary: $4,312,000 COP CHILD SAFEGUARDING POLICY FRAMEWORK: Level 1: This position will not have contact with children or adolescents. At Save the Children, we have zero tolerance for any form of abuse, harassment, or exploitation of children or adults. We conduct safe recruitment processes, including thorough background checks, to ensure the safeguarding of the people we serve. The Safeguarding Framework consists of three policies and a Code of Conduct: Child Safeguarding Policy Policy for Protection against Sexual Exploitation, Abuse, and Harassment (PSEAH) Anti-Harassment, Anti-Discrimination, and Anti-Bullying Policy Code of Conduct ROLE PURPOSE: As a Helpdesk Analyst, you will respond to all tickets submitted by Save the Children staff to the centralized Helpdesk. You will classify or fulfill requests and collaborate closely with the U.S. IT applications teams and U.S. business teams to direct service requests, propose solutions, and follow up on request statuses. You are expected to work closely with other members of the global IT team to help prioritize issues and respond to all tickets generated through the ITSM help desk tool (currently ServiceNow and JIRA). KEY AREAS OF ACCOUNTABILITY: Monitor, classify, diagnose, coordinate, and manage user service requests, ensuring efficient handling by junior Service Desk specialists. Ensure the team meets 95% target for agreed OLA and SLA levels. Provide basic technical support for standard PC hardware and software to Save the Children office and remote staff members. Remotely diagnose and resolve basic PC hardware and software issues;coordinate vendor support when necessary. Oversee installation, imaging, and configuration of PC hardware and software, including support for video conferencing systems and printers. Ensure timely updates to users on the status of their support requests;log all requests into the ServiceNow help desk system. Manage ticket request coding, closure, and escalation to team members or external vendors as appropriate. Support employee onboarding and offboarding processes, including account setup, phone provisioning, and service establishment or decommissioning. Monitor and manage escalation processes within ServiceNow, ensuring prompt and efficient incident resolution. Communicate important issues to the manager and provide regular updates to the Associate Director, Service Desk for SCUS. Build effective relationships within the immediate work group and with peers to foster a collaborative environment. Ensure team adherence to Save the Children?s change management and approval processes. Ensure compliance with SC IT standards, policies, and operating procedures at all times. Provide day-to-day oversight and set clear objectives and metrics for the team and self. Exercise independent judgment and discretion in handling significant functional matters. Oversee routine work assignments, ensuring all tasks align with organizational objectives. Understand IT purchasing processes and assist as needed. Be able to create monthly reports for IT Finance. REQUIREMENTS: Technologist, senior student, or professional in engineering, social sciences, or water and sanitation. Willingness to reside in Buenaventura and to travel to other municipalities within the department or other cities in the country, according to project needs and national-level actions. EXPERIENCE AND SKILLS: Fluent in written and spoken English (mandatory). Minimum 2-3 years of relevant experience in the role. Experience working with Microsoft products such as SharePoint and Office 365. Strong networking and communication skills, as the role requires close interaction with key business stakeholders. Experience in providing end-user support, including call logging, resolution, and knowledge base/FAQ updating. High cultural awareness and ability to work in an international environment with people from diverse backgrounds. Strong results orientation with a continuous improvement mindset. Experience in solving complex problems through analysis. NOTE 1: By applying for this vacancy, you authorize Save the Children to verify the personal information provided, and to use your personal data to check public and private databases in line with our anti-fraud, anti-money laundering, and anti-terrorism financing policies. The data used will be those indicated on the provided national ID. NOTE 2: The technical test solution will be considered as part of the evaluation and selection criteria. It will only be used for recruitment purposes, and intellectual property will be respected. No compensation will be provided. Applications will be accepted from May 5 through May 12, 2025, until 11:59 PM. Applications submitted after the deadline or to a different office than the one mentioned will not be accepted. This job offer is open to Colombian citizens or legally authorized foreign nationals who meet the requirements. Only those candidates who most closely match the role will be contacted and invited to continue the selection process. Save the Children Colombia is an equal opportunity employer. We value diversity in our staff in terms of gender, race, ethnicity, nationality, or disability. All recruitment processes are free of charge and published on our website. Under no circumstances will recruitment be conducted through a third party.