Job Title: IT Service Desk Agent 1.5
Department: Technical
Reports To: Technology Services Manager
Prepared By: Human Resources
Salary: 3.8- 4 Million COP monthly with an on-call stipend that is still under discussion.
Summary:
To provide first line service desk support to our clients employees, assisting them with hardware and software issues via phone, email, chat, or other communication solutions. The IT Service Desk Agent is responsible for the day-to-day provisioning of the Services. This includes ensuring that a continually high level of service is provided to the employees of our client as set out in ADECs agreements with customers. To provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.
Essential Duties and Responsibilities include the following, but are not limited to:
Analyze and resolve customer issues and requests received through tickets and various channels; troubleshooting, resolving, and documenting end-user technology issues for both Hardware and Software; escalate to external vendor support as needed, and coordinate the resolution.
Perform all activities for installation, and maintenance, and managing inventory of the organizations workstations/PCs, and all related peripheral equipment.2.
Maintain SaaS/systems access, updates, and installation.3.
Monitor and verify that all company offices, assets, and systems comply with security requirements.4.
Attend and participate in company meetings and training.5.
Adhere to all our clients policies, procedures, and state and federal regulations.6.
Make effective use of procedural, informational, and technical documentation7.
Ability to capture sufficient details of an issue, both when resolving a ticket and escalating a ticket8.
Basic support information should be properly reviewed and consolidated into ticket notes
Other duties (including after-hours on-call) as assigned. Positions may also be modified to accommodate the specific needs of assigned branch.
Skills / Attributes Required
Technical:
Knowledge and experience of using tickets logging systems
Good understanding troubleshooting skill of PC hardware and software, set-up and configuration.
Incident management and request management background
IT support service management experience in a corporate environment.
Strong knowledge of Microsoft based operating systems and peripherals - such as desktop and network printers/copiers.
Knowledge and experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation).
Knowledge and experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint at least to version of Office.
Knowledge and experience using and providing support with the following technology:
Office 365
Web Applications (basic support)
macOS experience (preferred but not necessary)
Behavioral:
Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels.
Fluent English.
Excellent customer service skills.
Good personal organizational skills.
Good attention to detail.
Ability to empathize with customers.
Ability to effectively gauge urgency of incident / request.
Ability to build effective working relationships at all levels.
Excellent problem-solving skills.
Ability to apply creativity to resolving incidents/requests.
Willingness to work on shifting schedules and render overtime when necessary.
Qualifications [EDUCATION and/or EXPERIENCE]
> 2 years IT Service Desk experience
Vocational qualification (MCP or equivalent)