Servicedesk Agent (Trilingual)

Job Title: Servicedesk Agent (Trilingual)


Requirements:

Proficient in Windows OS, Microsoft 365, Active Directory, remote support tools.
Strong communicator with a passion for problem-solving and improving IT service delivery.
Committed to maintaining SLAs and fostering positive user experiences.
Service desk Support L1
English
Portuguese
Spanish


Responsibilities:

Open to a 24 by 7 service coverage.
Troubleshoot and resolve technical issues (hardware, software, network, etc.).
Escalate complex issues to higher-level support teams when necessary.
Monitor and track incidents to ensure timely resolution within SLAs (Service Level Agreements).
Provide first-line support via phone, e-mail, chat.
Assist users with password resets, account unlocks, and access management.
Process standard service requests (e.g., software installations, access permissions, equipment setup).
Take proactive measures to add...