Requirements 1. Must have: - Windows Support - Remedy - ITIL - Strong knowledge of Windows Front-End Environment (Win10) - Experience with Ticketing Systems (e.g., Remedy, HP Service Manager, ServiceNow) - Knowledge of ITIL Framework (Incident Management, Request Fulfillment, Problem Management) - Proficiency with Office Suite (Outlook, Excel, Word, etc.) - Understanding of Networking (Topologies, MPLS, etc.) - Knowledge of PC Hardware Devices - Analytical and synthetizing skills - Basic Service Administration Knowledge - Excellent Customer Service Skills - Customer Experience Focus - Effective Communication Skills - Responsibilities - Handle customer calls and tickets - Register all service requests in the Help Desk system - Restore issues when possible - Resolve service requests within assigned domain or support group - Inform clients about services not provided by Help Desk - Accurately classify and prioritize tickets, escalating urgent issues as needed - Document solutions clearly for clients - Create or propose scripts to resolve service requests - Transfer calls to appropriate support groups when necessary - Close resolved requests and inform clients - Ensure client satisfaction with solutions - Follow up on open requests daily - Analyze recurring issues and suggest preventive solutions - Propose ideas to optimize operations and improve work environment - Participate in weekly management meetings with clients - Languages - Advanced English (96-100%) - Location - Hybrid, Bogotá Additional Skills - Windows Support - Remedy - ITIL - ServiceNow Professional Contact 1886480994 #J-18808-Ljbffr