Service Desk Agent Jr

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