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

📌 Service Desk Agent (Medellín)
🏢 Kruger
📍 Medellín