IT Service Desk Agent

As an IT Service Desk Agent at our company, your role involves being the first point of contact for end users seeking technical assistance via phone, email, or chat. You will be responsible for remote troubleshooting using diagnostic techniques and relevant questions to analyze issues and determine the best solution based on customer details. In case of unresolved issues, you are required to escalate them to the appropriate support level by following the Knowledge Base. It is crucial to maintain and document accurate logs of events, problems, and resolutions. Additionally, you will be expected to identify process improvements, suggest enhancements, and ensure meeting service level targets and performance goals. Key Responsibilities: - Act as the first point of contact for end users seeking technical assistance - Conduct remote troubleshooting using diagnostic techniques and relevant questions - Analyze issues and determine the best solution based on customer details - Escalate unresolved issues to the appropriate support level by following the KB - Maintain and document accurate logs of events, problems, and resolutions - Identify process improvements and suggest enhancements - Meet service level targets and performance goals Qualifications Required: - Experience of 3 to 5 years in a help desk or customer support role - Understanding of computer systems, mobile devices, and software applications - ITIL fundamentals with ITIL Foundations Preferred - Excellent communication skills in English and Spanish - Adherence to company processes and quality standards - Customer-oriented and patient - Ability to work in a 24x7 shift environment with rotational off and rotational shifts,