Service Desk Agent Pr

Requirements Required – Technical Skills 2–4 years of experience in Service Desk, Help Desk, or Application Support Experience supporting end users in corporate environments Strong knowledge of Windows 10 and Windows 11 Experience with Microsoft Office 365, Outlook, Excel, Word, PowerPoint Experience troubleshooting hardware and software issues Knowledge of Active Directory, user administration, account management, password resets Experience with ITIL processes, Incident Management, Request Management, Change Management Experience providing remote support Experience using ticket management tools Experience documenting incidents, solutions, and procedures Experience managing and following up service requests Knowledge of Knowledge Base Articles (KBA) Ability to analyze incidents and determine resolution paths Understanding of SLA management and service support processes Required – Soft Skills Customer service orientation Effective communication Analytical thinking Problem-solving skills Attention to detail Sense of urgency Team collaboration Proactive mindset Organization and prioritization skills Continuous learning attitude Focus on user satisfaction Ability to handle multiple requests simultaneously Responsibilities (Activities to perform) Provide first and second-level support to end users Handle incidents, tickets, and service requests Diagnose and resolve technical issues within agreed SLAs Escalate complex issues to specialized support groups when required Track and manage tickets through resolution Keep users informed about request and incident status Document solutions, procedures, and troubleshooting steps Create and maintain knowledge base articles Monitor ticket queues and ensure timely resolution Identify recurring issues and recommend corrective actions Support continuous improvement initiatives within the Service Desk Maintain accurate records of support activities Contribute to service quality and operational stability Support onboarding and guidance of users on standard tools and services Ensure compliance with ITIL processes and service standards Required Languages English: Advanced Additional Information Location Bogotá and surroundings (Hybrid), Rest of Colombia (Remote) Special Conditions 24x7 shift-based support model Availability for weekend and after-hours support when required