IT Service Desk Agent — 24/7 User Support Champion

Kruger inc.; Medellín; Presencial; COP 12.000.000 - 16.000.000; Jornada completa

Descripción de la vacante

Kruger inc. is seeking a Service Desk Agent to provide frontline IT support for end users. You will diagnose and resolve hardware, software, and network issues while delivering excellent customer service.

You will Log and triage incidents, maintain documentation, and contribute to knowledge articles to facilitate self-service. The role may require rotating shifts to support 24/7 operations.

Formación

• High school diploma or equivalent is required; an associate or bachelor’s degree is preferred.
• Previous experience in a Service Desk or IT support role is highly desirable.
• Experience using ServiceNow for Incident, Request, Problem, Change, and Knowledge Management, including ticket management, SLA monitoring, knowledge article maintenance, and platform testing.

Responsabilidades

• Provide first-level technical support to end users through phone, email, chat, and self-service channels.
• Log, categorize, prioritize, triage, and manage incidents and service requests through their lifecycle.
• Diagnose, troubleshoot, and resolve hardware, software, network, and access-related issues.
• Maintain accurate records of interactions and resolutions; create/update knowledge articles.
• Escalate unresolved issues to appropriate second/third-level teams while meeting SLA/SLO targets.
• Provide guidance and training to users on IT systems, devices, and policies.
• Assist with ServiceNow administration, testing, and platform improvements.
• Identify recurring issues and contribute to problem records and root-cause analyses.

Conocimientos

Operating Systems

Networking Basics

Hardware Support

Communication Skills

Problem Solving

Customer Service

Time Management

Teamwork

Self-Motivation

Continuous Learning

ITSM Knowledge

Adaptability

Educación

High school diploma or equivalent (preferred: associate/bachelor)

Herramientas

ServiceNow

Microsoft 365

Descripción del empleo

Kruger inc. is seeking a Service Desk Agent to provide frontline IT support for end users. You will diagnose and resolve hardware, software, and network issues while delivering excellent customer service.

You will Log and triage incidents, maintain documentation, and contribute to knowledge articles to facilitate self-service. The role may require rotating shifts to support 24/7 operations.