Frontline Service Desk Associate - User Support

Jobtailor; Oriente; Presencial; COP 18.000.000 - 26.000.000; Jornada completa

Descripción de la vacante

Jobtailor in Colombia is seeking a Service Desk Analyst to provide first-line user support, guide users through steps to restore functionality, and document issues in the ticketing system.

You will troubleshoot hardware, software, and connectivity, escalate complex problems, and help maintain the knowledge base while meeting SLAs; high school diploma required, less than 1 year experience, and remote access tools proficiency.

Formación

• High School Diploma or GED required.
• Generally, less than 1 years’ experience in area of responsibility.
• Demonstrates proficiency in troubleshooting hardware, software, and connectivity issues while providing first-line user support.

Responsabilidades

• Perform routine support duties with guidance
• Assist with first-line user support by guiding users through steps to restore functionality
• Troubleshoot hardware, software, and connectivity issues using remote access tools
• Escalate complex issues to second- and third-level resolver teams
• Coordinate and fulfill end-user service requests, including software installation and user administrative requests
• Manage tickets to closure and keep users/clients updated on status and progress
• Learn and comply with Service Desk, desktop, peripheral, connectivity, and security policies and procedures
• Contribute to continuous improvement of the Service Desk knowledge base
• Deliver results in support of organizational SLAs
• Assist with special projects as assigned

Conocimientos

Troubleshooting

User Support

Ticket Management

Continuous Improvement

Educación

High School Diploma

Herramientas

Remote Access Tools

Descripción del empleo

Jobtailor in Colombia is seeking a Service Desk Analyst to provide first-line user support, guide users through steps to restore functionality, and document issues in the ticketing system.

You will troubleshoot hardware, software, and connectivity, escalate complex problems, and help maintain the knowledge base while meeting SLAs; high school diploma required, less than 1 year experience, and remote access tools proficiency.