Service Desk Agent – English (Heredia)

About the role

The Service Desk Agent provides the first point of contact for users in Heredia, handling both routine and non‑routine incidents, problems and service requests in English. The role ensures high customer satisfaction by delivering timely 1st‑line support and maintaining accurate incident records.

Key responsibilities

• Receive and log user calls, following standard Service Desk scripts.
• Provide status updates and communicate progress on incidents and requests.
• Identify and route non‑incident requests to the appropriate Change or Service Request processes.
• Monitor auto‑generated alerts, prioritize them, and engage resolver groups.
• Review resolution details, obtain user agreement, and close incidents using correct codes.
• Escalate incidents according to defined procedures while keeping users informed.
• Maintain the Incident Management tool: create, classify, and link records, capture accurate descriptions, and flag chargeable or out‑of‑scope items.
• Trigger Major Incident or Complaint processes when applicable.

Required profile

• Familiarity with the services being supported and their key components.
• Ability to follow scripts and contingency plans consistently.
• Strong communication skills in English for phone and written interactions.
• Attention to detail in record‑keeping and classification.
• Understanding of escalation and incident lifecycle processes.

Required skills

• Experience with incident and request ticketing systems.
• Knowledge of change management and service request workflows.
• Basic understanding of event/alert monitoring.