Help Desk

Description

Job Summary: We are seeking a Service Desk Coordinator to manage technical support inquiries and requests, diagnose and resolve incidents to ensure high-quality service. Key Responsibilities: 1. Respond promptly to inquiries and requests. 2. Diagnose and resolve basic to moderate-level incidents. 3. Keep the knowledge base and process documentation up to date. We are looking for a **Service Desk Coordinator** to manage technical support inquiries and requests at a help desk. You will be responsible for analyzing, diagnosing, and resolving technical incidents, ensuring high-quality service to end users. **What you’ll do in this role:** * Respond promptly to inquiries and requests via phone calls and ticketing system. * Maintain ownership of issues and requests until resolution within established SLAs. * Diagnose, test, and resolve basic to moderate-level incidents at the service desk. * Provide technical assistance and remote support for applications, software, and peripherals. * Escalate complex issues to appropriate teams and coordinate resolutions. * Accurately log incidents in the ticketing system, documenting actions and outcomes. * Keep the knowledge base and process documentation up to date. * Determine correct assignment groups and transfer tickets promptly. * Availability for after-hours work if required. **What we’re looking for in you:** * University degree in IT or equivalent experience. * Proficiency in English and Spanish (mandatory). * 3–5 years of experience in help desk or Service Desk roles. * Exceptional customer service, communication, and teamwork skills. * Strong analytical and problem-solving abilities. * Knowledge of hardware, printers, scanners, and peripherals. * Experience with MS Office Suite, O365, Teams, SCCM, Windows 10 and 11\. * Familiarity with ticketing systems (Freshservice is a plus). * Flexible schedule for any shift between 7:00 am and 10:00 pm, Monday through Friday. Employment Type: Full-time Salary: $22,000\.00 per month Benefits: * Flexible working hours * Grocery vouchers Language: * Advanced English C1 or C2 (advanced conversational proficiency – mandatory) Work Location: On-site