IT Service Desk

IT Service Desk

Cartago, Cartago

In a Service desk/call center environment, serves as the single, initial point of contact for end-users. Logs all relevant incident and service request details. Provides basic first-line investigation and diagnosis. Resolves those incidents and service requests within the IT Support skill set and escalates as appropriate. The primary objective of this role is to restore “normal service” to the users as quickly as possible.

**This is a 6- month position with possibility of extension**

Required Skills

Education Level:

• H.S. Diploma or equivalent

Experience Required

• 6 months to 3 years of experience as help desk support or tech support bilingual, at call center preferred.
• English B2+
• Experience providing support to applications (Desired)
• Good computer skills including MS Office Suite, Adobe, and ability to operate general office machinery
• Good written and verbal communication skills and interpersonal relationship skills
• Familiarity with enterprise platforms and applications
• The capacity to demonstrate the following skills and abilities: analytical, articulate, attention to detail, decisive, innovative, adaptable, personable, self-confident, team player, effectively manages stress, empathetic, enthusiastic, diplomatic, collaborative, customer-oriented, ambitious, continuous learner, resourceful, self-motivated and results-oriented.
• Must possess basic written and verbal communication skills.
• Have basic problem-solving skills
• Must have good telephone etiquette
• Is able to exercise good judgment using Service Desk standards and following guidelines and instructions
• Must be able to establish and maintain effective working relationships with IT staff and internal customers at all organizational levels.
• Good computer skills and familiarity with the following platforms and applications is desired:

o Microsoft Office Suite

o Microsoft Outlook/Office365

o Internet Browsers

o Windows 10

o Active Directory

o Virtual Private Network (VPN)

o Multi-factor Authentication

Important:
*It is an on-site position*
**The person should be available to work extra hours**
***Schedule: M-F from 8am to 5pm
After 3 months, it may switch to 3:30pm to 10pm