ServiceDesk Agent

About the role

We are looking for a proactive ServiceDesk Agent to provide first‑level IT support to end users across Colombia. The role involves handling incidents and service requests in a 24x7 environment, guiding users on Microsoft 365 and SAP applications, and ensuring smooth ticket processing.

Key responsibilities

• Deliver first‑line support for Windows desktop environments and resolve user incidents.
• Log, categorize, and track tickets accurately in ServiceNow.
• Guide users on Microsoft 365 (Outlook, Teams, OneDrive) and basic SAP GUI tasks.
• Utilize remote support tools (RDP, AnyDesk, TeamViewer) to troubleshoot issues.
• Escalate complex problems following defined procedures and maintain clear documentation.
• Assist with password resets, account lockouts, and basic Active Directory tasks.
• Troubleshoot networking basics (Wi‑Fi, VPN, DNS) and peripheral devices such as printers.
• Perform software installations and apply patches as needed.

Required profile

• 1–6 years of experience supporting Windows OS and desktop environments.
• Strong sense of urgency, proactive attitude, and ability to work well in a team.
• Excellent English communication skills, comfortable with U.S. accents.
• Customer‑focused mindset with patience and clear articulation when assisting users.

Required skills

• Windows operating system
• Microsoft 365 (Outlook, Teams, OneDrive)
• SAP GUI
• ServiceNow or similar ITSM platform
• Remote support tools (RDP, AnyDesk, TeamViewer)
• Active Directory basics (password reset, account lockout)
• Basic networking (Wi‑Fi, VPN, DNS)
• Printer and peripheral troubleshooting
• Software installation and patch management