Agente de Mesa de Ayuda N1 / Bogotá y Rionegro Antioquia

Responsibilities

• Assisting with first line user support by guiding users through the necessary steps to restore functionality.
• Troubleshooting hardware, software and connectivity issues using remote access tools.
• Escalating complex issues to 2nd and 3rd level resolver teams.
• Coordinating and fulfilling end-user service requests, including installation of software and user administrative related requests.
• Ensures tickets are managed to closure and keeps users/clients updated on status and progress.
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
• Contributes to continuous improvement of the Service Desk knowledge base.
• Delivers results in support of the organization’s SLAs.
• Assists with special projects as assigned.

Qualifications

• High School diploma or GED required.
• Ge...