Service Desk Agent

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

The Service Desk Agent is responsible for providing technical support and assistance to end users across the organization. This role requires a strong customer service mindset, excellent communication skills, and a solid understanding of IT systems, applications, and networks.

The Service Desk Agent is responsible for diagnosing, troubleshooting, and resolving technical issues in a timely and professional manner, ensuring minimal disruption to business operations and a positive user experience.

Shifts: This position may require working rotating shifts, including evenings, nights, weekends, and holidays, to support 24/7 service desk operations, network monitoring, and end-user support. Flexibility is essential to ensure continuous coverage and timely response to critical incidents and service requests.

REPORTING RELATIONSHIPS

• This positionreports to the Manager, IT Services

KEY RESPONSIBILITIES

• Customer Support: Provide first-level technical support to end users through phone, email, chat, and self-service channels. Respond to requests promptly, professionally, and in accordance with established service levels.
• Incident & Request Management: Log, categorize, prioritize, triage, and manage incidents and service requests through their entire lifecycle, ensuring timely resolution or escalation.
• Troubleshooting & Resolution: Diagnose, troubleshoot, and resolve hardware, software, network, and access-related issues, guiding users through effective solutions while minimizing business disruption.
• Documentation & Knowledge Management: Maintain accurate and detailed records of all user interactions, troubleshooting steps, resolutions, and follow-up activities. Create, update, and maintain Knowledge Articles (KAs) to improve service efficiency and self-service adoption.
• Escalation Management: Escalate unresolved or complex issues to appropriate second- or third-level support teams while ensuring Service Level Agreement (SLA) and Service Level Objective (SLO) targets are met and end users remain informed.
• User Training & Guidance: Provide guidance, training, and support to users on IT systems, applications, devices, and organizational technology policies.
• System & Platform Support: Assist with routine maintenance activities, software deployments, hardware upgrades, testing, and support of the ServiceNow platform and related IT service management tools.
• Problem Management: Identify recurring issues, propose problem records, and contribute to root cause analysis efforts to reduce repeat incidents and improve service quality.
• Continuous Improvement: Participate in training, process improvement initiatives, and professional development activities to remain current with emerging technologies, industry best practices, and organizational standards.
• Monitoring & Service Delivery: Monitor ticket queues, system alerts, and SLA performance metrics to ensure effective workload management and high levels of customer satisfaction.

Typical Daily Activities

• Act as the Single Point of Contact (SPOC) for IT support requests.
• Create, update, and manage incident and service request tickets.
• Triage and prioritize incoming incidents and service requests.
• Classify tickets according to category, impact, urgency, and priority.
• Diagnose and troubleshoot technical issues.
• Document all activities, communications, and resolutions.
• Resolve incidents when possible or dispatch them to appropriate support teams.
• Manage the complete ticket lifecycle from creation to closure.
• Provide end-user guidance, training, and support.
• Assist with ServiceNow administration, testing, and platform improvements.
• Create and maintain knowledge articles and support documentation.
• Identify trends and propose problem records for recurring issues.
• Monitor service queues and workload distribution.
• Monitor and manage SLA compliance and performance targets.
• Participate in major incident communications and follow-up activities when required.

QUALIFICATIONS

ACADEMIC

• A high school diploma or equivalent is required; an associate or bachelor’s degree in information technology, Computer Science, or a related field is preferred.

EXPERIENCE

• Previous experience in a Service Desk or IT support role is highly desirable.
• ServiceNow: Experience using ServiceNow for Incident, Request, Problem, Change, and Knowledge Management, including ticket management, SLA monitoring, knowledge article maintenance, and platform testing.

SKILLS AND ABILITIES

• Operating Systems: Strong knowledge of Windows, macOS, and Linux environments.
• Applications & Tools: Proficiency with Microsoft 365, email platforms, collaboration tools, and remote support solutions.
• Networking Fundamentals: Understanding of TCP/IP, DNS, DHCP, VPN, and basic network troubleshooting.
• Hardware Support: Ability to diagnose and resolve issues involving desktops, laptops, printers, mobile devices, and peripherals.
• Communication: Strong verbal and written communication skills with the ability to support both technical and non-technical users.
• Problem Solving: Strong analytical and troubleshooting skills with the ability to identify and resolve issues efficiently.
• Customer Focus: Demonstrates professionalism, empathy, and a commitment to delivering excellent customer service.
• Time Management: Ability to manage multiple priorities in a fast-paced environment while meeting service levels.
• Teamwork: Works effectively in a collaborative environment and contributes to team success and continuous improvement initiatives.
• Self-Starter: Takes initiative, works independently, and proactively identifies opportunities for improvement.
• Continuous Learning: Actively seeks new learning opportunities, feedback, and professional development.
• ITSM Knowledge: Basic understanding of ITIL and IT Service Management best practices.
• Adaptability: Flexible and able to adapt to changing technologies, processes, and business requirements.

LANGUAGES:

English and French speaking is a must.