IT Service Desk

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Net2Source (N2S) A tiempo completo

Certification:

  • A Bachelor's degree with Spanish as the
    primary language
    is desirable /
    bilingual (English & Spanish).
  • An
    ITIL certification
    is desirable.

Roles and Responsibilities

· Serve as the initial point of contact for technical support requests via phone, email, and support tickets.

· Collaborate with team peers to provide best-in-class customer service for aligned task.

· Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.

· Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.

· Should have a basic understanding of Major Incident Management (MIM).

· Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar)

· Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.

· Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.

· Setup / Diagnoses and resolve MTR / AV related issue.

· Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.

· Monitor service desk queues and prioritize requests based on urgency and impact.

· Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.

· Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.

· Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.

· Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.

· Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.

· Candidate should be an effective team player with a keen eye on Continuous Improvements.

· Makes recommendations for updates to the KB database.

Desired Candidate Profile

  • 2-7 Yrs of experience in
    Service Desk/Technical Support - L1
    .
  • Provide support through Calls, Emails and self service tickets and should be willing to work in 24*7 rotational shift environment.
  • Excellent communication and customer service skills to support Global customers.
  • Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.
  • Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
  • Good knowledge of ticketing systems (e.g., ServiceNow).
  • Strong problem-solving and troubleshooting skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
  • Strong customer service orientation with a focus on user satisfaction.
  • Ability to manage time effectively and prioritize tasks based on urgency.

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