Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.
POSITION OVERVIEW
The IT Service Desk Agent serves as the first point of contact for internal users requiring technical support. This role ensures that all incidents, requests, and inquiries are handled efficiently, courteously, and in alignment with Oportun's IT service standards. The Agent leverages knowledge base resources, troubleshooting tools, and collaboration with tier 2 and 3 teams to ensure timely resolution and minimal disruption to end users.
This position directly supports Oportun employees and contractors,
helping maintain smooth IT operations and contributing to the organization's mission of delivering exceptional service and operational excellence.
WHAT YOU'LL DO
- Serve as the initial point of contact for IT support via phone, chat, or ticketing system (ServiceNow).
- Troubleshoot and resolve Tier 1 issues related to hardware, software, network, and telecommunications systems.
- Accurately log, categorize, and prioritize incidents and service requests according to the established Priority Matrix.
- Escalate unresolved issues to Tier 2 or Tier 3 support teams with proper documentation and detailed troubleshooting notes.
- Maintain high customer service standards by ensuring courteous, timely, and effective communication with end users.
- Monitor and analyze support requests to identify recurring issues and recommend process or system improvements.
- Reinforce SLAs (Service Level Agreements) to manage end-user expectations and ensur
📌 Enterprise Service Desk Agent (León)
🏢 Polluxa
📍 León
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