Service Desk Agent (English)

Cegeka; Bogotá; Híbrido; COP 22.320.000 - 46.872.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Continuous learning

Hybrid work model

Global exposure

Top Employer recognition

Descripción de la vacante

Cegeka Latam is seeking an English-speaking 1st Level Support professional to provide remote technical helpdesk for customers. The role operates in a 24/7 shift model, including weekends, and emphasizes rapid, accurate incident handling.

You will interact with users across Europe and the United States, ensuring high service quality. The ideal candidate will have strong Windows and Office 365 knowledge, ITSM experience, and a customer-focused approach.

Formación

• Experience in a Service Desk, Help Desk, Technical Support, or Customer Support environment.
• Strong knowledge of Windows operating systems and Microsoft Office 365.
• Basic understanding of networking concepts (VPN, DNS, DHCP, TCP/IP, Wi-Fi connectivity).
• Experience with Active Directory, user account administration, and password management.
• Knowledge of hardware and software troubleshooting.
• Experience with remote support tools and remote troubleshooting.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or similar ITSM platforms.
• Understanding of Incident, Request, and Problem Management processes.
• Knowledge of Microsoft Teams, Outlook, and general end-user support activities.

Responsabilidades

• Provide technical remote support in English for customers.
• Handle incidents and requests with focus on SLA targets.
• Collaborate with global teams and stakeholders to resolve issues.
• Utilize ITSM tools to log, track, and close tickets efficiently.
• Assist with onboarding and ongoing end-user support activities.

Conocimientos

Windows OS

Microsoft 365

Networking basics

Active Directory

Remote support tools

ITSM / ticketing

Teams & Outlook

Customer service

Problem solving

Herramientas

ServiceNow

Jira Service Management

Freshservice

Descripción del empleo

You are part of the Cegeka Latam 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to provide technical remote support in English for our customers. The 1st Level Team operates in shifts, 24/7 (including weekends)

Technical Skills:

• Experience in a Service Desk, Help Desk, Technical Support, or Customer Support environment.
• Strong knowledge of Windows operating systems and Microsoft Office 365.
• Basic understanding of networking concepts (VPN, DNS, DHCP, TCP/IP, Wi-Fi connectivity).
• Experience with Active Directory, user account administration, and password management.
• Knowledge of hardware and software troubleshooting.
• Experience with remote support tools and remote troubleshooting.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or similar ITSM platforms.
• Understanding of Incident, Request, and Problem Management processes.
• Knowledge of Microsoft Teams, Outlook, and general end-user support activities.

Soft Skills:

• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize tasks and work under pressure.
• Team player with a proactive and positive attitude.
• Strong attention to detail and commitment to quality.
• Willingness to work in a 24/7 shift environment.

Nice to Have:

• Experience supporting enterprise environments.
• Knowledge of Azure AD / Entra ID.
• Experience with Microsoft Intune and endpoint management solutions.
• Understanding of cybersecurity best practices and MFA administration.
• Previous experience in multilingual customer support environments.

What Success Looks Like

• Consistently meeting SLA and KPI targets.
• High customer satisfaction scores.
• Accurate and timely incident handling.
• Active contribution to knowledge sharing and process improvements.
• Effective collaboration with technical teams and stakeholders.

What we offer:

• Continuous learning opportunities
• A hybrid work model that efficiently combines office-based and remote work.
• Personalized guidance and support from managers, coaches, and colleagues.
• Global exposure through collaboration with colleagues across Europe and clients in the United States.
• Cegeka is proud to be recognized as a Top Employer in multiple countries.