Service Desk Agent Support (Team Colombia) in Convergint

About Convergint
We're on a mission to be the best service provider for our customers. As the leading global security systems integrator, we’re driven by our 10 Values and Beliefs that shape our unique culture. We take pride in protecting lives and assets with solutions that make a real difference.

Why Join Us?
We’re building a world-class internal Service Desk from the ground up, an opportunity to shape how IT support is delivered across Convergint’s global workforce.
You will be part of a lean, high-impact team that sits at the heart of the employee technology experience. We are focused on simplifying internal support, improving service quality, and creating a smarter, more human-centered IT experience. If you’re proactive, eager to learn, and ready to make a difference in how people interact with technology at work, we want to hear from you.

As a frontline member of the Service Desk team, you will be the go-to problem-solver for your fellow Convergint colleagues. You will keep things running smoothly behind the scenes and make a real impact on the day-to-day employee experience.

• Be the first to respond when teammates need tech support, whether via email, chat, phone, or our support portal.
• Manage and triage incoming requests to ensure issues are handled quickly, accurately, and professionally.
• Troubleshoot and resolve low-complexity software, access, and account issues—keeping colleagues productive and frustration-free.
• Review submitted tickets for clarity and completeness, and proactively follow up when more info is needed.
• Escalate more complex incidents to the right internal teams, ensuring nothing slips through the cracks.
• Perform basic system checks and routine operational tasks that help keep our IT environment stable and secure.
• Share insights and identify trends to improve support processes and reduce repeat issues.
• Help shape our internal knowledge base by suggesting helpful how-tos, guides, and self-service content.
• Collaborate with your teammates to continuously improve how we deliver support—faster, friendlier, and smarter.

We’re looking for someone who’s not just technically capable, but also highly people-focused. You thrive on helping others, take pride in delivering great service, and are excited to grow as part of a global team during a time of change.

• Strong communication skills, you can explain technical concepts clearly and calmly to non-technical users.
• A service oriented mindset, you are empathetic, patient, and focused on creating a positive user experience.
• Solid time management, you are able to prioritize and handle multiple requests without compromising quality.
• A proactive attitude, you take initiative, ask questions, and look for ways to improve how we work.
• Attention to detail, you don’t overlook the small stuff and follow through on every request.
• Adaptability, you are comfortable with change and eager to support users through system transitions.
• A desire to learn, whether it’s a new system, tool, or process, you’re excited to grow your skillset.
• Experience with IT support tools and environments (e.g., ticketing systems, business supporting systems, billing systems.) is a plus.

• Experience or familiarity with ITIL or IT Service Management (ITSM) best practices, to support consistent, high-quality service delivery.
• Hands-on experience using ticketing and service management tools such as Freshservice, ServiceNow, Jira Service Management, or similar platforms.
• Exposure to CRM and business systems like Microsoft Dynamics 365 (D365), NetSuite, Salesforce, or equivalent, especially in environments supporting internal operations.
• Familiarity with project management or issue-tracking tools such as Linear, Wrike, Jira, or similar platforms to help coordinate tasks and track progress.

We foster a supportive and inclusive work environment where diverse individuals can thrive and contribute meaningfully.
You’ll be part of a team that values collaboration, continuous learning, and purpose-driven work.
Benefits and perks may vary by country, but all our roles are backed by a commitment to employee well-being, growth opportunities, and a strong sense of community.