Job Summary: We are seeking a Service Desk Agent to handle, diagnose, and resolve hardware and software incidents, ensuring customer satisfaction and SLA compliance. Key Highlights: 1. Continuous learning and ongoing training 2. Collaborative, dynamic, and innovative work environment 3. Opportunity for growth in technological solutions Are you passionate about technology, problem solving, and customer service? We are looking for a motivated Service Desk Agent who can directly manage and impact the technical experience of our users by providing support to specialized teams and proprietary software. **Your Mission** Ensure customer satisfaction by promptly handling, diagnosing, and resolving hardware and software incidents tailored to user needs, guaranteeing adherence to service level agreements (SLAs). **Your Key Challenges** * **Handling and diagnosis:** Receive, log, and resolve configuration, compatibility, and operational issues on devices and software. * **Consultative support:** Provide personalized technical assistance to users regarding the use and adjustment of implemented solutions. * **Escalation and traceability:** Escalate complex cases to the development team or advanced-level support when required by the incident. * **Knowledge management:** Document solutions in the internal knowledge base and report recurring incidents to prevent large-scale failures. * **Access administration:** Execute password reset procedures and specific system configurations. **What We Are Looking For** * **Education:** Technical or technological degree, or university student (early semesters) in Systems Engineering or related fields. * **Experience:** Minimum 6 months of experience in help desk support, Level 1 technical support, or technology-oriented customer service. *(Preferred: courses or certifications in technical support.)* * **Key skills:** Service orientation, high adaptability to change, collaborative mindset, delivery efficiency, and results-driven focus. **Why Join Our Team?** * Continuous learning through regular training on new software and hardware versions. * Collaborative, dynamic, and innovative work environment. * Opportunity for growth in the technological solutions sector. Application Questions: * What is your current level of education and in which field are you studying? * Do you have at least 6 months of verifiable experience in technical support or service desk roles? Briefly describe your previous role. * Which ticketing tools (CRM/Help Desk) or incident management systems have you used? * How old are you? Work Location: Hybrid in Bogotá, Cundinamarca
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
