Service Desk Agent

About the role

The Service Desk Agent is the first point of contact for users needing technical assistance. You will diagnose, resolve, or appropriately escalate incidents to maintain productivity and satisfaction across the organization.

Key responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems (SNOW, Remedy).
• Troubleshoot hardware, software, network, printer, and account issues.
• Log, track, and update service requests and incidents, taking full ownership of each ticket.
• Escalate complex problems to Level 2/3 support teams when required.
• Document issues, solutions, and knowledge‑base articles.
• Educate users on best practices and self‑service techniques.

Required profile

• Strong verbal and written communication skills.
• Ability to work under pressure, multitask, and maintain a customer‑centric attitude.
• Excellent Spanish; English is a plus.

Required skills

• Proficiency with ticketing tools such as SNOW and Remedy.
• Hands‑on experience with Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite.
• Experience using remote support tools.
• Basic knowledge of ITIL service‑management practices (a plus).