Enterprise Service Desk Agent
O
OportunFinancial Services
Remote - MXFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Bilingual proficiency in English and Spanish.
- Experience
- 1–3 years of Help Desk or IT support experience
- Required Skills
- AndroidMicrosoft ExchangeServiceNowiOS
Requirements
- 1–3 years of Help Desk or IT support experience in a fast-paced environment.
- Bilingual proficiency in English and Spanish.
- Excellent problem-solving, analytical, and customer service skills.
- Strong written and verbal communication abilities; able to remain calm and professional under pressure.
- Working knowledge of Windows OS, macOS, and mobile device platforms (iOS and Android).
- Familiarity with ITIL/COBIT/SDaaS principles.
- Experience with ticketing and incident management tools (preferably ServiceNow).
- Basic understanding of Active Directory, Exchange, network connectivity (VPN), and common desktop applications.
- Availability to work rotating shifts as needed.
Responsibilities
- Serve as the initial point of contact for IT support via phone, chat, or ticketing system (ServiceNow).
- Troubleshoot and resolve Tier 1 issues related to hardware, software, network, and telecommunications systems.
- Accurately log, categorize, and prioritize incidents and service requests according to the established Priority Matrix.
- Escalate unresolved issues to Tier 2 or Tier 3 support teams with proper documentation and detailed troubleshooting notes.
- Maintain high customer service standards by ensuring courteous, timely, and effective communication with end users.
- Monitor and analyze support requests to identify recurring issues and recommend process or system improvements.
- Reinforce SLAs (Service Level Agreements) to manage end-user expectations and ensure operational compliance.
- Perform post-resolution follow-ups to ensure user satisfaction and issue closure.
- Continuously expand technical and procedural knowledge to support evolving IT environments.
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