Postúlate en Kit Empleo: kitempleo.com.co/empleo/1amz64

ResponsibilitiesDeliver prompt, courteous, and efficient customer service, ensuring exceptional customer experience for every client through phone calls, chats, and email.Prioritize, triage, and resolve incidents and requests based on impact, urgency, and SLAs; escalate as needed, ensuring accurate, detailed, and standardized documentation in ServiceNow to support knowledge reuse and reporting.Utilize a variety of communications tools and methods to guide users through the troubleshooting process (i.E. Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.Follow structured troubleshooting processes and knowledge base articles to efficiently resolve issues while driving continuous improvement initiatives.Collaborate with Level 2 teams and specialized IT groups (e.G. Identity & Access Management, Network/Firewall, Desktop Engineering)



to resolve complex issues.Identify and escalate potential security risks, including suspicious links, access concerns, or phishing attempts, to the appropriate security teams.1 – 3 years of experience in customer service or IT helpdesk experience.Advanced English Proficiency (Level B2-C1).Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 11, Mac OS X, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android).Preferred RequirementsCompTIA A+ or Google IT Support Professional certifications.Familiarization with Service-Now.Familiarization with Cisco WebEx.Familiarization with Bomgar/BeyondTrust Remote Support tool or industry-like.#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1amz64

📌 Information Technology Help Desk (Colombia)
🏢 Pyramid Consulting
📍 Colombia