Enterprise Service Desk Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the first point of contact for IT support through phone, chat, or the ticketing system (ServiceNow).

• Diagnose and resolve Tier 1 issues related to hardware, software, network, and telecommunications systems.

• Precisely log, categorize, and prioritize incidents and service requests in accordance with the established Priority Matrix.

• Elevate unresolved issues to Tier 2 or Tier 3 support teams, ensuring proper documentation and detailed troubleshooting notes are provided.

• Uphold high customer service standards by delivering courteous, timely, and effective communication with end users.

• Monitor and assess support requests to pinpoint recurring issues and suggest process or system enhancements.

• Reinforce SLAs (Service Level Agreements) to manage user expectations and ensure compliance with operational standards.

• Conduct post-resolution follow-ups to guarantee user satisfaction and the closure of issues.

• Continuously enhance technical and procedural knowledge to adapt to evolving IT environments.

⛳️ Requirements

• 1–3 years of experience in Help Desk or IT support within a fast-paced environment.

• Exceptional problem-solving, analytical, and customer service skills.

• Strong verbal and written communication skills; capable of maintaining composure and professionalism under pressure.

• Working knowledge of Windows OS, macOS, and mobile device platforms (iOS and Android).

• Familiarity with ITIL/COBIT/SDaaS principles.

• Experience utilizing ticketing and incident management tools (preferably ServiceNow).

• Basic understanding of Active Directory, Exchange, network connectivity (VPN), and common desktop applications.

• Willingness to work rotating shifts as required.

• Bilingual proficiency in English and Spanish.

🏝️ Benefits

• Health insurance

• Professional development opportunities