IT Help Desk Agent supporting internal IT administration for OMEXOM, focusing on server and client management. Assisting users and documenting processes in Jira and Confluence.
About the role
- Help Desk Agent providing users with a single point of contact for technological services. Responsible for resolving queries and ensuring customer satisfaction with incident management.
Responsibilities
- Proveer a los usuarios un punto único de contacto mediante el cual se resuelvan y/o canalicen sus necesidades relativas al uso de recursos y servicios de plataformas tecnológicas.
- Garantizar el registro, validación, clasificación y procesamiento de las consultas de los usuarios a través de la herramienta de gestión, generando incidentes y solicitudes referentes a software y hardware de tecnología.
- Registrar toda la información necesaria para cumplir con los requerimientos internos de la compañía y sus clientes.
- Escalar, si es necesario, los problemas no resueltos a un nivel más alto de soporte.
- Es responsable de proporcionar solución de incidentes y requerimientos, gestionando todas las acciones necesarias para concretar el cese del escalamiento y obtener la satisfacción del cliente.
Requirements
- Tecnólogo o técnico en sistemas, electrónica o afines
- Certificado ITIL(R) Foundations v4
- 5 años de experiencia en Servicios tecnológicos, presencial - Remoto (Telefónico, Chat, Web, Correo, entre otros)
Benefits
- Excelente lugar para aprender y contribuir a mejorar la calidad de vida de las personas por medio de la tecnología.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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