The Service Desk Agent is responsible for providing technical assistance and support to end-users within the organization.

This position requires a strong aptitude for customer service, as well as a solid understanding of information technology systems and networks. The Service Desk Agent will diagnose, troubleshoot, and resolve technical issues, ensuring minimal downtime while performing their tasks efficiently.

KEY RESPONSIBILITIES

· Customer Support: Provide first-line support for technical issues via phone, email, or chat. Respond to requests promptly, accurately, and professionally.

· Troubleshooting: Diagnose and resolve hardware, software, and network problems by guiding users through step-by-step solutions.

· Documentation: Maintain detailed records of user interactions, including problem descriptions, solutions provided, updates to knowledge objects and perform any necessary follow-up actions.

· Escalation: Escalate unresolved issues to higher-level support teams or specialists when necessary while respecting pre-determined Service Level Agreement targets, ensuring efficient resolution of complex problems.

· Training: Provide training to end-users on new software applications, hardware, and IT policies to enhance their technical skills and knowledge.

· System Maintenance: Assist in the maintenance of IT systems, including software updates, hardware upgrades, and network configurations.

· Continuous Improvement: Participate in ongoing training and development opportunities to stay current with industry trends and technologies.

QUALIFICATIONS

ACADEMIC





· A high school diploma or equivalent is required; an certification or bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

EXPERIENCE

· 1 to 3 years of experience in a Service Desk or IT support role is an asset.

SKILLS AND ABILITIES

· Strong knowledge of Windows and Mac operating systems.

· Familiarity with common software applications, including Microsoft Office Suite, email clients, and remote desktop tools.

· Basic understanding of network protocols, including TCP/IP, DNS, DHCP, and VPN.

· Ability to troubleshoot hardware components, such as desktops, laptops, printers, and mobile devices.

· Communication: Excellent verbal and written communication skills are essential for effective user support and documentation.

· Problem-Solving: Strong analytical and critical-thinking skills to identify, diagnose, and resolve technical issues efficiently.

· Customer Service: A customer-centric approach with the ability to remain patient, empathetic, and professional during user interactions.

· Time Management: Ability to manage multiple tasks and priorities in a fast-paced environment, ensuring timely resolution of issues.

· Team Collaboration: Ability to work effectively as part of a team, sharing knowledge and contributing to collective problem-solving efforts.

· Self-Starter: Ability to work autonomously and take initiative to implement improvements and find ways to contribute to overall improvement in line with company and departmental directives

· Self-Improvement: Seek learning opportunities and ask for feedback from peers and supervisors to foster a high-performing team environment.

LANGUAGES

English and French speaking is a must.

📌 Service Desk Agent (Medellín)
🏢 Kruger
📍 Medellín