Global Service Desk Agent

About the role

The Global Service Desk Agent provides first‑line technical support to end‑users, ensuring hardware and software environments meet business needs while maintaining service level agreements. This role involves direct interaction with users via phone, face‑to‑face, email and ticketing systems.

Key responsibilities

• Identify and address hardware and software requirements for each user.
• Troubleshoot tier‑1 hardware and software issues and resolve network access requests.
• Monitor the Service Desk queue to ensure compliance with SLAs.
• Handle security incidents following standardized procedures.
• Provide training and orientation on new technologies and existing IT tools.
• Escalate complex issues to experts and ensure proper closure of work orders.
• Perform post‑resolution follow‑ups and maintain ticket traceability.

Required profile

• Bilingual in English and Spanish.
• Advanced student pursuing a BSc/BA in Information Technology or equivalent.
• Experience with enterprise or client/server support.
• Basic knowledge of SAP ERP Business One, labeling applications, and Manufacturing Execution Systems.
• Understanding of TCP/IP, LAN/WAN, VPN, ADSL, DHCP, DNS, and web services.
• Strong troubleshooting, root‑cause analysis, and problem‑solving abilities.
• Active Directory experience is mandatory.

Required skills

• Active Directory
• TCP/IP, LAN/WAN, VPN, ADSL
• DHCP, DNS, Web services
• SAP ERP Business One
• Manufacturing Execution Systems
• Collaboration suites
• Microsoft Office suite
• ITIL framework (nice to have)