Service Desk Agent

About the role

This Service Desk Agent provides a single point of contact for users, handling routine and non-routine incidents, problems and requests, and delivers first-line support. The role is based in Heredia and covers the full incident lifecycle, from call intake and triage to resolution, closure and escalation.

Key responsibilities

• Answer calls at the Service Desk, follow standard scripts and ensure a high level of customer satisfaction
• Manage incidents: investigate, assign to the right resolver, track progress and close them, using the 3 strikes and out policy and correct closure codes
• Distinguish requests from incidents: change requests (RFC) and service requests (SRF) are routed to the appropriate change or service request process
• Monitor auto-generated incidents from alerts, prioritize them and escalate to Resolver groups or the Service Desk Expert when needed
• Flag major incidents, complaints, chargeable or out-of-scope incidents, and link incidents to their parent records
• Search the Knowledge Base for known errors, implement solutions where possible and flag first-time fixes and knowledge-base candidates
• Follow escalation procedures, keep users informed and refer unresolved cases to the Service Desk Team Manager if 2nd line cannot help
• Record incidents accurately in the incident management tool, avoid duplicate records and keep them up to date

Required profile

• Significant time spent dealing with customers on the phone
• Able to work with internal and external teams and contribute to team targets
• Flexible availability to cover shifts
• Knowledge of the IMS and understanding of security policies
• Career path typically leads to Service Desk Expert or ITIL Process Controller