Responsibilities

- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer end users.
- Classify Service Calls according to the specified options.
- Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
- Coordinate with level 2 and 3 and support staff that provide hardware/software/network problem resolution.

Qualifications

- 2-3 years of experience in similar role.
- High school certificate.
- Customer-focused.
- Time availability required.
- Thorough knowledge of troubleshooting remote access issues.
- Ability to articulate and speak with clear voice.
- Empathy with end users.
- Good written English communication skills.
- Experience with Citrix, ServiceNow,



Active Directory and VPN connections.
- Fluent English and schedule availability.

Benefits

We offer a competitive package that includes

- Life insurance.
- Major Medical Expenses Insurance.
- Minor Medical Expense Insurance.
- Savings Fund.
- 30 days as Christmas Bonus.
- 12 days of vacation in the first year, increasing 2 days as dictated by law.
- Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.

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📌 Service Desk Analyst (Centro)
🏢 HCLTech
📍 Centro