Softtek Bogotá, D.C., Capital District, Colombia Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Softtek Requirements: Strong knowledge of Windows Front-End Environment (XP, Win7, Win8, Win10) Experience with Ticketing System Tools (e.g., Remedy, HP Service Manager, ServiceNow) Understanding of ITIL Framework (Incident Management, Request Fulfillment, Problem Management) Proficiency with Office Suite (Outlook, Excel, Word) Good understanding of Networking (Topologies, MPLS) Knowledge of PC Hardware Devices Analytical and synthesis skills Basic knowledge of Service Administration Activities Customer Service-oriented behavior Advanced customer experience skills Responsibilities: Handle customer phone calls and tickets Register all service requests in the Help Desk system, especially those assigned to the agent Restore issues when possible Resolve service requests within their domain/support group Escalate unresolved issues appropriately Inform clients about services not provided by the Help Desk Accurately classify and register service requests in the ticketing tool Prioritize requests and consult with supervisors for urgent issues Document solutions clearly for clients Develop or suggest scripts to resolve service requests Transfer calls to appropriate support groups when necessary Resolve assigned requests within their scope and support catalog Close requests and notify clients of solutions Ensure client satisfaction with solutions Follow up daily on open requests Analyze recurring issues and propose solutions to reduce demand Languages: Fluent in English (Advanced, 96-100%) Location: Bogotá, Colombia Application: Send your CV to [email protected] Seniority Level: Mid-Senior Level Employment Type: Full-time Job Function: Information Technology Industry: IT Services and IT Consulting #J-18808-Ljbffr