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, desktops, workstations, Ricoh printers, etc.).
• Standar

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