We are looking for a Service Desk Executive to handle customer and employee queries, manage service requests, and ensure timely resolution in line with established Service-Level Agreements (SLAs).

Business and operational support, not technical IT troubleshooting

- Handle incoming queries via calls, emails, and chat.
- Log, categorize, track, and update service requests in a ticketing or case management system.
- Assist with business processes, account queries, transactions, and service requests.
- Coordinate with internal teams to resolve issues efficiently.
- Escalate complex or unresolved cases to the appropriate departments.
- Maintain accurate case records and follow standard operating procedures.
- Ensure data confidentiality and meet SLA, quality, and customer satisfaction targets.

Required Skills

- Good verbal and written communication skills.
- Basic computer knowledge and MS Office proficiency.
- Strong customer service and problem-solving abilities.
- Ability to multitask, prioritize requests, and pay attention to detail.
- Willingness to work rotational shifts, if required.

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📌 Service Desk Specialist (Medellín)
🏢 Aceolution
📍 Medellín