Help Desk Specialist – First-Line IT Support

Unisys; Oriente; Presencial; COP 14.000.000 - 22.000.000; Jornada completa

Descripción de la vacante

Unisys is seeking a junior Service Desk support specialist in Colombia to assist with first line user support, guide users to restore functionality, and troubleshoot hardware, software, and connectivity issues using remote tools.

Under guidance, you will escalate complex problems to higher level teams, manage tickets to closure, follow security policies, and contribute to the knowledge base while meeting SLAs.

Formación

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

Responsabilidades

• Assist with first line user support by guiding users through the necessary 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 installation of software and user administrative related requests.
• Ensure tickets are managed to closure and keep users updated on status and progress.
• Learn and comply with Service Desk policies and procedures.
• Contributes to continuous improvement of the Service Desk knowledge base.
• Deliver results in support of the organization's SLAs.
• Assist with special projects as assigned.

Conocimientos

Customer service

Remote support

Troubleshooting

Hardware issues

Software issues

Educación

High School diploma or GED

Descripción del empleo

Unisys is seeking a junior Service Desk support specialist in Colombia to assist with first line user support, guide users to restore functionality, and troubleshoot hardware, software, and connectivity issues using remote tools.

Under guidance, you will escalate complex problems to higher level teams, manage tickets to closure, follow security policies, and contribute to the knowledge base while meeting SLAs.