Help Desk Specialist: Fast, First-Line IT Support

Unisys; Bogotá; Presencial; COP 24.000.000 - 36.000.000; Jornada completa

Descripción de la vacante

Unisys in Bogotá, Colombia is seeking an entry-level IT Helpdesk professional to support end users with routine technical issues and service requests. You will work under guidance to restore functionality, using remote access tools to troubleshoot and resolve problems.

As a member of the Service Desk team, you will escalate complex issues, document resolutions, and help maintain the knowledge base while ensuring timely updates to users and adherence to SLAs.

Formación

• High School diploma or GED is required.
• Typically less than 1 year of experience in the area.

Responsabilidades

• 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 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 keep users updated on status and progress.
• Learn and comply with Service Desk policies and procedures.
• Contribute to the ongoing improvement of the Service Desk knowledge base.
• Deliver results in support of SLAs and assist with special projects.

Conocimientos

Customer service

Troubleshooting

Remote support

Educación

High School diploma or GED

Herramientas

Remote access tools

Descripción del empleo

Unisys in Bogotá, Colombia is seeking an entry-level IT Helpdesk professional to support end users with routine technical issues and service requests. You will work under guidance to restore functionality, using remote access tools to troubleshoot and resolve problems.

As a member of the Service Desk team, you will escalate complex issues, document resolutions, and help maintain the knowledge base while ensuring timely updates to users and adherence to SLAs.