Service Desk Agent

About the role

Kruger Inc. is seeking a Service Desk Agent to provide technical assistance and support to end-users within the organization. The role requires a strong aptitude for customer service and a solid understanding of information technology systems and networks. The agent diagnoses, troubleshoots, and resolves technical issues while working efficiently to ensure minimal downtime.

Responsibilities

• Provide first-line technical support by phone, email, or chat, responding promptly, accurately, and professionally.
• Diagnose and resolve hardware, software, and network problems by guiding users through step-by-step solutions.
• Maintain detailed records of user interactions, including problem descriptions, solutions, updates to knowledge objects, and follow-up actions.
• Escalate unresolved issues to higher-level support teams or specialists when necessary, respecting predetermined Service Level Agreement targets.
• Train end-users on new software applications, hardware, and IT policies.
• Assist with IT system maintenance, including software updates, hardware upgrades, and network configurations.
• Participate in ongoing training and development to stay current with industry trends and technologies.

Requirements

• A high school diploma or equivalent is required.
• A certification or bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Experience in a Service Desk or IT support role is an asset.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with common software applications, including Microsoft Office Suite and email.

Datos clave

• Provides first-line technical support by phone, email, or chat.
• A high school diploma or equivalent is required.
• A certification or bachelor's degree in a related field is preferred.
• Strong knowledge of Windows and Mac operating systems is required.

Salario estimado

Salario estimado para soporte técnico en Colombia: COP 1.800.000 - 2.400.000 al mes, según 7 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.