As Service Desk Agent, you will act as the first point of contact for users (customers or employees) seeking technical assistance or information, typically working in an IT support environment. Your core responsibility is to diagnose, resolve, or escalate issues efficiently to ensure user productivity and satisfaction. You will be responsible for helping users resolve technical issues and ensure smooth operation of IT Services.
Key Responsibilities
User Support: Respond to user inquiries via phone, email, chat, or ticketing systems (SNOW, Remedy).
Issue Diagnosis: Troubleshoot problems related to hardware, software, networks, printers, user accounts and any other possible technical issue.
Ticket Management: Log, track, and update service requests and incidents in the ticketing system. Take total ownership of all incidents and service requests.
Escalation: Forward complex issues to the correct level 2 or 3 support teams when necessary.
Documentation: Maintain records of issues and solutions on all touched incidents or service requests – also, raise when necessary the need of building a knowledge base article.
User Guidance: Educate users on best practices and basic IT procedures, guiding and motivating them to use self healing techniques.
Essential Skills
Strong communication and interpersonal skills. Strong verbal and written communication skills are paramount for interacting clearly with users and documenting issues.
Proficiency in troubleshooting common hardware and software issues.
Familiarity with various operating systems (Windows, macOS, etc.) and common business applications (e.g., Microsoft Office Suite) and basic to intermediate technical knowledge. Experience with remote support tools.
Problem-solving and analytical thinking
Ability to work under pressure and multitask
Familiarity with ITIL or other service management frameworks (a plus)
Excellent communication skills in Spanis. English is a desirable.
Focused on customer-centric, and dedicate to provide excellent user support and satisfaction.