Global Service Desk Agent

Identify hardware and software needs of each user’s computers and take measures to meet those needs. Aid in customizing and adapting existing programs on a computer system to meet the needs of the users. Troubleshoot problems with hardware and software on tier 1. Provide users with network access according to instructions provided by management. Reinforce SLAs to manage end-user expectations. Handle computer security breaches by following standardized procedures. Monitor the Service Desk queue and keep it aligned with the SLA. Assist customers and users with their hardware issues over the telephone, face to face and through emails and tickets. Train users to handle information technology equipment by providing precise instructions Provide training to users in the event of a new technology module. Provide new users with orientation of existing technology and respond to questions from all emails and callers. Follow standard and IT procedures & policies. Escalate issues and involve experts wherever required to resolve issues as quickly as possible. Ensures that supported customer accurately completes the approved work request with the date and time of submission. The Service Desk Agent must ensure the support team members close out their work orders properly. Perform post-resolution follow ups to help requests Bring traceability to tickets opened by Service Desk tool Requirements Bilingual (English/Spanish) Advanced Student on BSc/BA in information technology or equivalent. Experience performing enterprise and/or client/server support. Experience on ITIL Framework (nice to have). Experience on management and Service Desk support (nice to have). Basic knowledge on IT systems, SAP ERP Business One, labeling applications, Manufacturing Execution Systems. Basic understanding of TCP/IP protocols and LAN/WAN, VPN, ADSL basic configuration. Knowledge on DHCP, DNS and Web service. Ability to troubleshoot and repair issues, root cause analysis and problem solving. Strong experience on tier 1 support. Knowledge on Collaboration suites and Office packages. Strong skills managing critical situations and prioritization. High interpersonal skills, with a focus on listening and questioning skills. Active Directory experience is a must