Service desk agent junior

Descripción del cargo

Requirements
Must to have:
Work on weekends.
Knowledge Windows Front-End Environment (Windows 10, Win7, Win8).
Knowledge Ticketing System Tools (Remedy, HP Service Manager, ServiceNow, etc.).
Knowledge Office Package (Outlook, Excel, Word, etc.).
Password reset on Active Directory.
Troubleshooting on Windows environment.
Strong customer service skills.
Upper Intermediate English.
Responsible for attending customer phone calls and tickets.
Inform the Client about the services that are not provided by the Help Desk.
Register all Service Requests within the scope of the project.
Register all incidents within the scope of the project.
Solve the service requests within the expected service level.
Document all solutions in comprehensible language for the Client.
Transfer tickets to the correct support group when the Client has contacted the wrong queue.
Assure Client satisfaction regarding the solution offered.
Provide daily follow-up to open service requests that have not been closed.
Close tickets that are assigned to the work queue.
Implement process improvement projects.
Update and document new KBAs.

Responsibilities
Attend customer phone calls and tickets, ensuring timely and effective resolution.
Perform troubleshooting activities on Windows environments and provide front-end support.
Execute password resets and user management activities in Active Directory.
Register and manage all incidents and service requests within project scope.
Provide accurate and client-friendly documentation for all resolved issues.
Escalate or transfer cases to the correct support group when required.
Monitor open service requests and provide daily follow-up until closure.
Ensure customer satisfaction through efficient communication and service quality.
Support continuous improvement by identifying gaps and participating in process enhancement initiatives.
Update, maintain, and document new knowledge base articles (KBAs).
Operate ticketing systems such as Remedy, HP Service Manager, and ServiceNow.

Required Languages:
English Fluent Advanced 96-100%


Location
Colombia – Remote
Hybrid modality available for residents in Bogotá and surrounding areas.