Agente de Mesa de Ayuda / Rionegro Antioquia at Unisys in Bogota

Agente de Mesa de Ayuda / Rionegro Antioquia

Location: Bogota

What success looks like in this role:

• With guidance, performs routine support duties, including: o Assisting with first line user support by guiding users through the necessary steps to restore functionality, o Troubleshooting hardware, software and connectivity issues using remote access tools o Escalating complex issues to 2nd and 3rd level resolver teams, and o Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests. • Ensures tickets are managed to closure and keeps users / clients updated on status and progress. • Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures. • Contributes to continues improvement of the Service Desk knowledge base. • Delivers results in support of the organizations SLAs. • Assists with special projects as assigned

You will be successful in this role if you have:

High School diploma or GED required Generally, less than 1 years’ experience in area of responsibility

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