MEX Coordinator, Service Desk II - 20005430

We are looking for a IT Service Desk Agent II to join our team. This role provides frontline technical support to end-users, troubleshooting hardware and software issues, and escalating complex problems as needed.

Responsibilities

• Provide first‑line technical support to end‑users via phone, email, or chat.
• Troubleshoot and resolve hardware and software issues efficiently.
• Escalate complex technical issues to senior support staff or relevant teams.
• Support users through the resolution of self‑service or agent‑created incidents.
• Properly categorize and prioritize incidents in ServiceNow.
• Monitor and track the resolution progress, ensuring timely updates to users.
• Escalate incidents to Tier 2/3 teams as applicable and in accordance with documented policies.
• Assist with the submission of service requests for end‑users, either through self‑service promotion or on behalf of users as applicable.