Requirements 1. Must have: - Windows Support - Remedy - ITIL - Strong knowledge of Windows Front-End Environment (XP, Win7, Win8, Win10) - Experience with Ticketing Systems (e.g., Remedy, HP Service Manager, ServiceNow) - Understanding of ITIL Framework (Incident Management, Request Fulfillment, Problem Management) - Proficiency with Office Suite (Outlook, Excel, Word) - Networking knowledge (Topologies, MPLS) - Knowledge of PC Hardware Devices - Analytical and synthesis skills - Basic Service Administration knowledge - Excellent Customer Service Skills - Customer Experience Oriented - Strong Communication Skills - Responsibilities - Handle customer calls and tickets - Register service requests in the Help Desk system - Attempt to resolve issues promptly - Support and resolve service requests within your domain - Escalate unresolved issues appropriately - Inform clients about service limitations - Accurately classify and prioritize tickets - Document solutions clearly for clients - Utilize existing scripts or propose new ones for issue resolution - Redirect calls to the appropriate support groups - Assist with service requests assigned from other agents - Close tickets and communicate solutions to clients - Ensure customer satisfaction - Follow up on open requests daily - Analyze recurring issues and suggest solutions - Languages - Advanced English (96-100%) - Job Location - Hybrid, Bogotá Additional Skills - Windows Support - Remedy - ITIL - Service Manager - ServiceNow Professional 1886480922 #J-18808-Ljbffr