The Service Desk Agent is responsible for providing technical support and assistance to end users across the organization. This role requires a strong customer service mindset, excellent communication skills, and a solid understanding of IT systems, applications, and networks.
The Service Desk Agent is responsible for diagnosing, troubleshooting, and resolving technical issues in a timely and professional manner, ensuring minimal disruption to business operations and a positive user experience.
Shifts: This position may require working rotating shifts, including evenings, nights, weekends, and holidays, to support 24/7 service desk operations, network monitoring, and end-user support. Flexibility is essential to ensure continuous coverage and timely response to critical incidents and service requests.
REPORTING RELATIONSHIPS
- This positionreports to the Manager, IT Services

KEY RESPONSIBILITIES
- Customer Support: Provide first-level technical support to end users through phone, email, chat, and self-service channels. Respond to requests promptly, professionally,



and in accordance with established service levels.
- Incident & Request Management: Log, categorize, prioritize, triage, and manage incidents and service requests through their entire lifecycle, ensuring timely resolution or escalation.
- Troubleshooting & Resolution: Diagnose, troubleshoot, and resolve hardware, software, network, and access-related issues, guiding users through effective solutions while minimizing business disruption.
- Documentation & Knowledge Management: Maintain accurate and detailed records of all user interactions, troubleshooting steps, resolutions, and follow-up activities. Create, update, and maintain Knowledge Articles (KAs) to improve service efficiency and self-service adoption.
- Escalation Management: Escalate unresolved or complex issues to appropriate second- or third-level support teams while ensuring Service Level Agreement (SLA) and Service Level Objective (SLO) targe

📌 Service Desk Agent (Medellín)
🏢 Kruger
📍 Medellín