Softtek Bogota, D.C., Capital District, Colombia Direct message the job poster from Softtek Minimum Requirements: 4-6 years of experience providing IT support by phone or on site Experience leading a support team. Nice to have: Certification in ITIL Responsibilities: Responsible for attending customer phone calls and tickets. Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility. Restoring issues as possible. Solve the service requests within their domain or support group. Inform the Client about the services that are not provided by the Help Desk. Register and classify correctly the service request fields in ticketing tool. Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions. Document all the solutions in a comprehensible language for the Client. Verify the existence of scripts to solve service requests and generate script proposals when they do not exist. Transfer calls to the correct support group when the Client has called the incorrect group. Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog. Close the solved service requests and notify the Client about the solution. Assure the Client satisfaction regarding the solution offered. Provide daily follow-up to open service requests that have not been closed. Required Language: English Advanced 80-95% Location: Hybrid, Bogota Colombia Send your CV to [email protected] Seniority Level Mid-Senior level Employment Type Full-time Job Function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr