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Job Description
Provide expertlevel support for service desk operations focusing on incident management and service requests Utilize strong troubleshooting skills on Windows OS Active Directory Office 365 and VPN technologies Ensure adherence to ITIL best practices to maintain and improve service delivery standards Collaborate with other IT teams to resolve complex technical issues and improve processes Maintain accurate documentation and update ITSM tools such as ServiceNow or Remedy Support hardware and software troubleshooting including desktops laptops printers and mobile devices Drive continuous improvement initiatives to enhance service desk efficiency and customer satisfaction Deliver multilanguage support for Brazilian Portuguese and Mexican Spanish speaking users to ensure clear communication and effective issue resolution