Information Technology Help Desk

We would train for 2 weeks 6 am - 3 pm Colombia time and then after training, one would switch to 11 am to 8 pm Colombia

Responsibilities

• Deliver prompt, courteous, and efficient customer service, ensuring an exceptional customer experience for every client through phone calls, chats, and email.
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.
• Utilize a variety of communications tools and methods to guide users through the troubleshooting process (i.e. Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team.
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.
• Analyze and resolve hardware, software and operational iss...