Service Desk Senior

Requirements
Must have:
Minimum 3+ years of recent and relevant Service Desk experience
Practical experience working within the ITIL methodology
Knowledge of support procedures, processes, and service management tools and able to work all support channels while providing effective Customer service
Knowledge and able to support PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices
Knowledge to support LAN, WAN, wireless networks
Knowledge to support VDIs and Citrix

Responsibilities
Accurate problem diagnosis and ability to resolve moderately complex IT problems rapidly and effectively
Analyzes simple to moderate issues and determines appropriate technical area or vendor to resolve problems




Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers
Actively uses and updates knowledge management to resolve issues
Understands to meet individual and Service Desk metrics
Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions
Knowledge of ticket system and ticket resolution
Maintains compliance with required training and published service desk procedures

Required Languages
English Developing Advanced

Location
Aguascalientes, México

📌 Service Desk Agent Sr (Aguascalientes)
🏢 SOFTTEK
📍 Aguascalientes