IT Product Support – Service Desk Agent Location: Bogotá, Colombia | Initially On-site, with hybrid model based on performance Experience: 2–5 years in Service Desk / Application Support Level: L2 Application Support About the Role We are looking for an IT Product Support – Service Desk Agent to provide reliable L2 application support for a global electronic Quality Management System (eQMS). The role will be responsible for incident management, service requests, standard changes, application monitoring, troubleshooting, escalation, hypercare and operational stability, following ITIL, GAMP5 and regulated-system practices. Requirements • 2–5 years of experience in Service Desk, IT Support or Application Support. • Experience with IT Service Management, including Incident, Request, Change and Problem Management. • Hands-on experience with BMC Helix ITSM or equivalent ticketing tools. • Knowledge of regulated computerized systems, GAMP5, audit trails, electronic signatures and controlled documentation. • Experience with eQMS or comparable Quality Management Systems is highly desirable. • Strong troubleshooting and analytical skills. • Ability to work with global teams across different time zones. • Advanced English with strong written and verbal communication skills. • Python, SQL, scripting, monitoring or log-analysis knowledge is a plus. What We Value Customer focus, attention to detail, ownership, analytical thinking, clear communication and the ability to work effectively in a regulated and fast-paced global environment.

IT Product Support – Service Desk Agent

Emma

Responsibilities

Skills wanted:

Language(s) required:

Emilia Gonzalez Schubert

About Infotree Global Solutions:

mission:

www.infotreeglobal.com/

Admin access needed