IT Help Desk Support Representative

About the role

The Help Desk Support Representative provides first‑level technical assistance to internal users, handling incidents and service requests through a centralized ticketing system. The role focuses on rapid issue resolution, maintaining user satisfaction and meeting service‑level agreements.

Key responsibilities

• Log, diagnose, and resolve hardware and software incidents for desktops, laptops, printers, and meeting‑room equipment.
• Support Microsoft 365 applications and related productivity tools.
• Manage service requests and communicate status updates to end users.
• Escalate complex problems to appropriate IT teams while ensuring SLA compliance.
• Maintain accurate ticket documentation and contribute to knowledge‑base articles.

Required profile

• Minimum 1 year of experience in IT support or a similar technical role.
• Strong analytical and problem‑solving abilities.
• Fluent written and spoken English.
• Ability to multitask, prioritize work, and manage time effectively.
• Customer‑focused mindset with a service‑oriented attitude.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Desktop and laptop support
• Microsoft 365 administration
• Printer and meeting‑room technology support
• Ticketing system usage

What we offer

• Opportunity to work onsite at the Corporativo El Cafetal campus.
• Inclusive and diverse work environment.
• Professional development within a global technology leader.