Service Desk Agent Senior Job ID: 1886460705 Application Deadline: 14 May 2025 Requirements: 4-6 years of experience providing IT support by phone or on site Strong experience providing support in English language Experience leading a support team Reporting abilities Strong understanding of SLA and KPI Nice to have: Certification in ITIL V4 Foundations Activities to Perform: Responsible for attending customer phone calls and tickets Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility Restore issues as possible Solve the service requests within their domain or support group Inform the Client about the services that are not provided by the Help Desk Register and classify correctly the service request fields in the ticketing tool Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions Document all the solutions in a comprehensible language for the Client Verify the existence of scripts to solve service requests and generate script proposals when they do not exist Transfer calls to the correct support group when the Client has called the incorrect group Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog Close the solved service requests and notify the Client about the solution Assure the Client satisfaction regarding the solution offered Provide daily follow-up to open service requests that have not been closed Analyze the recurrent cases and propose solutions to avoid and reduce demand Continuously propose creative ideas to optimize operation, reduce support demand and improve labor environment Perform weekly report meeting to customer at a management level Required Language: Advanced English (80-95%) Location: Hybrid, Bogotá, Colombia Education: Professional in Systems Engineering, Computer Science, or related fields Experience: 4 years of experience 1 Vacancy Keywords: Support Service Service Desk Help Desk AGENCIA DE EMPLEO Y FOMENTO EMPRESARIAL COMPENSAR #J-18808-Ljbffr