IT Service Desk Agent - 24/7 Support & Troubleshooting

Kruger Inc.; Medellín; Presencial; COP 16.740.000 - 35.712.000; Jornada completa

Descripción de la vacante

Kruger Inc. in Medellín is seeking a Service Desk Agent to provide first-level IT support to end users, handling requests via phone, email, chat, and self-service channels, and ensuring timely resolution.

The role covers incident management, troubleshooting across hardware, software, and networks, documentation, knowledge management, and participation in continuous improvement and 24/7 coverage.

Formación

• High school diploma or equivalent required; IT-related degree preferred.
• Experience in a Service Desk or IT support role is desirable.
• Experience using ServiceNow for Incident, Request, Problem, Change, and Knowledge Management.

Responsabilidades

• Provide first-level technical support to end users via phone, email, chat, and self-service channels.
• Log, categorize, prioritize, triage, and manage incidents and service requests end-to-end.
• Diagnose, troubleshoot, and resolve hardware, software, network, and access-related issues.
• Maintain accurate records and update knowledge articles for self-service.
• Escalate unresolved issues to higher-level teams while meeting SLAs and SLOs.
• Provide guidance and training to users on IT systems and policies.
• Assist with ServiceNow administration, testing, and platform improvements.
• Identify recurring issues and contribute to root-cause analysis.

Conocimientos

Customer service

Communication

Troubleshooting

Time management

Teamwork

Self-starter

Continuous learning

ITIL awareness

ServiceNow

Windows/macOS/Linux

Educación

High school diploma or equivalent

IT-related degree preferred

Herramientas

ServiceNow

Microsoft 365

Remote support tools

Descripción del empleo

Kruger Inc. in Medellín is seeking a Service Desk Agent to provide first-level IT support to end users, handling requests via phone, email, chat, and self-service channels, and ensuring timely resolution.

The role covers incident management, troubleshooting across hardware, software, and networks, documentation, knowledge management, and participation in continuous improvement and 24/7 coverage.