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Service Desk Agent Replacement BJPS
Aguascalientes, Ags., MXPosted 4 days ago
hybrid
Job Description
Service Desk Agent JR
Requeriments:
- Basic knowledge of IT infrastructure (hardware, software, and networks)
- Familiarity with ticketing systems (e.g., ServiceNow or similar tools)
- Experience in incident logging, tracking, and management
- Ability to troubleshoot common hardware, software, and user issues
- Understanding of Service Level Agreements (SLAs) and escalation procedures
- Basic knowledge of operating systems (Windows, macOS) and office tools
Responsabilities:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or service portal.
- Handle incoming calls and provide real-time troubleshooting support.
- Log, categorize, and prioritize incidents and service requests in ServiceNow.
- Provide basic troubleshooting for infrastructure-related issues, including network connectivity, VPN access, printers, and hardware.
- Support common desktop and software issues (Windows OS, Office applications, email, etc.).
- Follow standard operating procedures (SOPs) and knowledge base articles to resolve incidents.
- Escalate unresolved issues to Level 2 or specialized support teams when necessary.
- Track and update ticket status to ensure compliance with SLA requirements.
- Provide clear communication and follow-up with users regarding issue status and resolution.
- Maintain accurate documentation of issues and solutions.
Location: Aguascalientes.
English: Advanced