Join to apply for the IT Service Desk Agent role at CRG Solutions 3 days ago Be among the first 25 applicants Join to apply for the IT Service Desk Agent role at CRG Solutions At CRG we are looking for an IT Agent who can provide assistance and technical support at first level to users related to Infrastructure – computer hardware, networks, desktop software, telecommunications and mobile devices among others, based on ITS policies and procedures by ensuring compliance with Service Level Agreements and guaranteeing the operability and continuity of IT equipment and their proper utilization by end users. Drive initiatives and small projects to improve processes and functions across the Service Desk in order to provide an outstanding customer service/experience. Requirements: Fluent in English. High Proficiency level (must). Studies in Telecommunications Engineering or similar. 2+ years of experiencein technical support or service desk roles. Knowledge in Operating systems (Windows, macOS). Experience with Microsoft 365 tools and collaboration suites. Basic understanding of networking (TCP/IP, DNS, VPN). Cybersecurity principles and access management knowledge. Experience with Active Directory, Azure, MFA. Schedule flexibility. Able to work on night shifts and weekends. Responsibilities: Anticipate customer needs with proactive and innovative solutions. Provide technical service under the established standards – Service Level Agreement and KPIs. Proactive and participative attitude to solve customers’ issues to exceed their expectations (CSAT, FLR, AHT, AWT, MTTR response/resolution times) Apply Kepner-Tregoe (KT) philosophy in order to improve customer experience for problem solving. Analyze, Organize and Execute customer’s solutions in order to offer the best service. Document database of issues’ resolutions and share the knowledge to other team members. Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at CRG Solutions by 2x We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr