Help Desk Agent - Part-Time Support & Troubleshooting

Unisys; Oriente; Remote; COP 8,266,000 - 13,776,000; Part time

Job summary

Unisys in Rionegro, Colombia is seeking an Agente de Mesa de Ayuda to provide first-line user support. You will guide users through steps to restore functionality, troubleshoot issues via remote tools, and escalate when needed.

You will help manage tickets end-to-end, adhere to security policies, and contribute to the knowledge base. The role supports SLA delivery and may involve assisting with special projects as required.

Qualifications

• High School diploma or GED required.

Responsibilities

• Assist 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 2nd and 3rd level resolver teams.
• Coordinate and fulfill end-user service requests including software installation and user administration.
• Ensure tickets are managed to closure and updated on status.
• Learn and comply with Service Desk policies and security procedures.
• Contribute to the Service Desk knowledge base improvements.
• Deliver results in support of SLAs and assist with special projects.

Education

High School diploma or GED

Job description

Unisys in Rionegro, Colombia is seeking an Agente de Mesa de Ayuda to provide first-line user support. You will guide users through steps to restore functionality, troubleshoot issues via remote tools, and escalate when needed.

You will help manage tickets end-to-end, adhere to security policies, and contribute to the knowledge base. The role supports SLA delivery and may involve assisting with special projects as required.