Service Desk Agent Jr

Requirements
At least 2 years of experience in IT Support, Service Desk, Help Desk, or similar roles
Knowledge of Windows desktop environments
Experience troubleshooting software and hardware issues
Knowledge of Microsoft Outlook, Exchange, Office 365
Familiarity with Teams, SharePoint, OneDrive
Experience supporting HP, Dell, or similar end-user devices
Knowledge of operating system deployment, drivers, software installation
Basic networking knowledge, wired networks, wireless networks, connectivity, routing
Experience with ticketing systems, ServiceNow, Remedy, HP Service Manager or similar
Knowledge of ITIL processes, Incident Management, Service Request Management
Ability to prioritize incidents and requests according to SLA
Basic project and activity follow-up skills
Ability to learn new technical tools and technologies

Required – Soft Skills
Strong customer service orientation
Good communication and interpersonal skills
Basic problem-solving skills
Analytical thinking
Attention to detail
Teamwork and collaboration
Proactive attitude




Self-learning mindset
Ability to multitask
Ownership and follow-up
Ability to work according to established procedures

Nice to Have (Technical Skills)
Previous experience supporting end users
Basic knowledge of Problem Management and Change Management
Advanced Excel knowledge, formulas, pivot tables, charts, data connections, macros

Responsibilities (Activities to perform)
Receive and manage customer calls and support tickets
Register incidents and service requests
Provide first-level troubleshooting and technical support
Resolve service requests within agreed SLAs
Prioritize and follow up on open requests
Escalate tickets to the appropriate support teams
Support Microsoft 365, Windows, hardware, connectivity issues
Document solutions in clear and understandable language
Maintain accurate ticket and interaction records
Close resolved tickets assigned to the support queue
Ensure customer satisfaction with d

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