Help Desk

Description

Job Summary: First-level support professional responsible for managing tickets, ensuring resolution within SLAs, and maintaining support quality. Key Highlights: 1. Focused on initial technical support and ticket management. 2. Responsible for process improvements and inter-team communication. 3. ITIL4 Foundation certification is a plus. **➡️** This person will be responsible for first-level user support, including ticket registration, categorization, and prioritization, ensuring incident and request resolution within established SLAs. Activities include initial technical support, monitoring the entire ticket lifecycle, guiding users, and escalating to resolution teams when necessary. They will also maintain service quality, manage the ticket queue, propose process improvements, record feedback, update procedures, and ensure effective communication between users and support teams. **✅ Requirements:** * ITIL4 Foundation certification (or equivalent, more recent version). * Completed high school; technical course in Information Technology or higher education in IT is desirable. * Prior experience as a Help Desk agent or in a similar role. ### **Employment Type:** CLT ### **Required Knowledge and Skills:** itil, help desk ### **Benefits:** Transportation Allowance, Meal Voucher, Health Insurance ### **Department:** Information Technology