SERVICE DESK AGENT JUNIOR

Requirements
Required – Technical Skills
• Intermediate Knowledge Ticketing System Tool (Remedy, HP Service Manager, Service Now, etc.)
• Intermediate ITIL Knowledge (Incident Management and Service Request)
• Intermediate Knowledge Office Package (Outlook, Excel, Word, etc.)
• Intermediate knowledge in Excel skills
• Basic knowledge on technical/analytical tools
• Advanced Customer Experience Oriented
• Strong communication skills

Responsibilities (Activities to perform)
• Act as the first point of contact for end users with technology issues or requirements. Its main tasks include receiving, recording and responding to service requests and incident reports. It is responsible for keeping users informed about the status of their requests,



ensuring a satisfactory resolution and a detailed record of interactions, solutions applied and follow-up actions. This role also involves identifying trends in recurring issues to proactively improve service, continuously updating their technical knowledge and customer service skills to optimize resolution times and user satisfaction and enriching the knowledge base to accelerate the resolution of future incidents.

Required Languages
• English advanced

Additional Information
• Job location(s)
• Hybrid / Aguascalientes - India

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