It Support First Level (M/F/D) For Service Desk

Language skills:
Spanish, English
Manage
Handling IT requests and incidents, including identification, documentation, categorization, and prioritization, as well as providing initial support according to defined procedures to ensure service quality.
Support
the end-user through telephone and remote support tools.
Analyze
from problems and providing initial solutions or workarounds for end-user requests and incidents.
Capture
from requests and incidents in a standardized ITSM platform.
Ensure
the correct categorization and prioritization of incoming requests.
Forward
from tickets to other support groups, when necessary, to ensure resolution.
Perform
from service requests, such as password resets.
Communicate
and
Escalate
from problems to functional or hierarchical positions as needed.
Document
the work carried out and continuous
Update
the knowledge base.
Solve
of complaints and escala...