Service Desk Agent Jr
About this role
Requirements · Required – Technical Skills · 1–2 years of experience in IT Support, Service Desk, Help Desk, or similar roles · Knowledge of Windows 10 and Windows 11 environments · Knowledge of Microsoft Office 365, Outlook, Excel, Word, PowerPoint · Basic troubleshooting of hardware and software issues · Knowledge of Active Directory, user administration, password management · Familiarity with ticketing tools, ServiceNow, Remedy, HP Service Manager or similar · Understanding of ITIL processes, Incident Management, Service Request Management · Ability to prioritize incidents and requests according to SLA requirements · Basic knowledge of service management and support operations · Ability to learn new technologies and tools quickly · Required – Soft Skills · Customer service orientation · Effective communication skills · Analytical thinking · Problem-solving skills · Attention to detail · Teamwork and collaboration · Proactive attitude · Ownership and accountability · Continuous learning mindset · Ability to manage multiple tasks simultaneously Nice to Have (Technical Skills) · Previous experience supporting end users · Knowledge of Problem Management and Change Management · Advanced Excel skills, pivot tables, formulas, charts, macros Responsibilities (Activities to perform) · Receive and manage user calls, incidents, and service requests · Register incidents and requests in the ticketing system · Provide first-level troubleshooting and technical support · Resolve requests within established SLA targets · Escalate incidents to specialized support teams when required · Follow up open tickets through resolution · Keep users informed about request status and progress · Document solutions and support procedures · Create and maintain Knowledge Base Articles (KBA) · Ensure customer satisfaction with delivered solutions · Support service quality and continuous improvement initiatives · Contribute to operational reporting and ticket management activities Required Languages · English: Fluent Advanced Additional Information · Location · Bogotá and surroundings (Hybrid) · Special Conditions · 24x7 service operation · Support through calls, tickets, and service requests · Strong focus on SLA compliance and customer satisfaction · Participation in knowledge management and service improvement initiatives · Continuous interaction with end users and support teams