Requirements

Required – Technical Skills
2–4 years of experience in Service Desk, Help Desk, or Application Support
Experience supporting end users in corporate environments
Strong knowledge of Windows 10 and Windows 11
Experience with Microsoft Office 365, Outlook, Excel, Word, PowerPoint
Experience troubleshooting hardware and software issues
Knowledge of Active Directory, user administration, account management, password resets
Experience with ITIL processes, Incident Management, Request Management, Change Management
Experience providing remote support
Experience using ticket management tools
Experience documenting incidents, solutions, and procedures
Experience managing and following up service requests
Knowledge of Knowledge Base Articles (KBA)
Ability to analyze incidents and determine resolution paths
Understanding of SLA management and service support processes
Required – Soft Skills
Customer service orientation
Effective communication
Analytical thinking
Problem-solving skills
Attention to detail
Sense of urgency
Team collaboration
Proactive mindset




Organization and prioritization skills
Continuous learning attitude
Focus on user satisfaction
Ability to handle multiple requests simultaneously
Responsibilities (Activities to perform)

Provide first and second-level support to end users
Handle incidents, tickets, and service requests
Diagnose and resolve technical issues within agreed SLAs
Escalate complex issues to specialized support groups when required
Track and manage tickets through resolution
Keep users informed about request and incident status
Document solutions, procedures, and troubleshooting steps
Create and maintain knowledge base articles
Monitor ticket queues and ensure timely resolution
Identify recurring issues and recommend corrective actions
Support continuous improvement initiatives within the Service Desk
Maintain accurate records of support activities
Contribute to service quality and operational stability
Support onboarding and guidanc

📌 Service Desk Agent Pr (Colombia)
🏢 Softtek
📍 Colombia