Agente de mesa de ayuda - Semillero (Oriente Antioqueño)

Agente de mesa de ayuda - Semillero (Rionegro, ANT, Colombia)

Time type: Part time

Job requisition id: REQ

What success looks like in this role:

• With guidance, performs routine support duties, including:
  • Assisting with first line user support by guiding users through the necessary steps to restore functionality
  • Troubleshooting hardware, software and connectivity issues using remote access tools
  • Escalating complex issues to 2nd and 3rd level resolver teams
  • Coordinating and fulfilling end‑user service requests including installation of software and user administrative related requests
• Ensures tickets are managed to closure and keeps users / clients updated on status and progress
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures
• Contributes to continuous improvement of the Service Desk knowledge base <...