General Summary

BRP offers a career opportunity as a

General Summary

BRP offers a career opportunity as a Service Desk Agent, a customer-focused professional with strong collaboration skills, experience working with cross-functional teams, and a problem-solving, analytical mindset. The Service Desk Agent provides timely and effective technical support while ensuring ticket resolution in accordance with the IT Operations Model.

Experience And Education
- Technical diploma or bachelor's degree in Computer Science, Information Technology, or a related field.
- 3 years of experience working in a Service Desk, Customer Service, Deskside Support, or Technical Support environment preferred.
- Advanced English (Speaking 90%, Writing 60%, Reading 90%).

Knowledge, Skills And Certifications
- Customer-oriented approach with a commitment to maintaining a high level of customer satisfaction and service excellence.
- Excellent written and verbal communication skills with a focus on clear, professional, and empathetic interaction with users and colleagues.
- Strong time-management,



organizational skills, and attention to detail, with the ability to effectively prioritize tasks and work under pressure to meet deadlines.
- Strong problem-solving and analytical skills to diagnose and resolve complex technical issues efficiently.
- Availability to work on day, evening, and night shifts.
- Good teammate, able to work independently while contributing positively within a team environment.
- Familiarity with Service Management and ticketing tools (ServiceNow or equivalent).
- Knowledge of Windows operating systems, Microsoft 365, Google Workspace, and remote support tools.
- Punctual.

Main Tasks And Responsibilities

End User Support
- Regular end user support (Professionals).
- Provide first-line technical support through phone, email, and chat.
- Accurately document all support interactions, incidents, and resolutions.
- End-user equipment support and troubleshooting (DELL laptops

📌 Global IT Service Desk Agent (Ciudad Juárez)
🏢 Brp
📍 Ciudad Juárez