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 address or escalate issues before they impact users.
Languages:
english
portuguese
spanish
location:
méxico (hybrid)