Junior IT Service Desk Agent

Basic understanding of Windows operating systems, Microsoft Office applications, and network troubleshooting.\u00A0

Familiarity with ticketing systems (e.g., Ivanti) and remote desktop tools (e.g., Bomgar).\u00A0

Customer-focused mindset with a commitment to providing excellent service.\u00A0

Key Performance Metrics:\u00A0

Customer Satisfaction Scores (CSAT).\u00A0

Call Routing Accuracy.\u00A0

Customer Support\u00A0

Answer inbound calls and respond to email or chat inquiries for IT support or general information.\u00A0

Route teammates to the appropriate department or resource if their request falls outside of IT's scope.\u00A0

Apply knowledge base resources and scripts to address or escalate issues efficiently.\u00A0

Identify recurring issues or trends and flag them for further analysis.

Provide information on common topics, such as IT processes or basic troubleshooting steps.\u00A0

Global Technology Services is a rapidly expanding organization situated in Medell\u00EDn, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.

We\u2019re looking for highly skilled

IT Service Desk Agents

to join our team. The

IT Service Desk Agent (I) serves as the first point of contact for the company teammates seeking technical assistance or general IT information. Provide tier 1 support for inbound calls, triage issues raised via voice (call) and ITSM tickets. Additionally they will create and manage tickets,\u00A0 providing first-level IT troubleshooting, and routing teammates to the appropriate department when necessary. Tier 1 agents deliver excellent customer service while ensuring timely issue resolution or proper escalation.