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Position Summary: We are seeking a Level 1 Solutions Center Agent, service-oriented and focused on resolving technical incidents, to provide first-level user support. Key Highlights: 1. Technical support and user assistance experience. 2. Incident analysis and tracking capability. 3. Excellent service attitude and communication skills. **Description:** ---------------- At Itera, we are looking for a Level 1 Solutions Center / Service Desk Agent with experience in technical support and user assistance, oriented toward service delivery and resolution of technical incidents. This person will be responsible for delivering first-level user support through various contact channels, ensuring proper incident and service request tracking, documentation, and escalation. **Requirements:** --------------- **Responsibilities:** * Handle incidents and requests via phone, email, chat, and support tools. * Register, classify, and prioritize tickets. * Track incidents and requests according to SLA. * Provide remote support to users. * Escalate incidents to Level 2 and Level 3 teams when required. * Document solutions and activities performed in the management tool. * Validate with users the correct resolution of incidents. * Identify recurring incidents and propose improvements. * Support processes related to changes, problems, and approvals. * Guide users in IT processes and corporate tool usage. **Requirements:** * Bachelor's degree in Computer Systems Engineering, Computer Science, or related field. * Minimum 3 years of experience in Service Desk or Technical Support. **Knowledge in:** * Hardware and software support. * Windows and Office 365\. * Microsoft Teams. * Ticketing tools such as ServiceDesk Plus, Jira, Freshdesk, or similar. * Remote desktop management. * Basic SQL knowledge. * Antivirus and monitoring tools. * Basic networking. * Basic Salesforce knowledge is desirable. * Excellent service attitude and communication skills. * Incident analysis and tracking capability.
