Service Desk Agent with English

You are part of the Cegeka Latam 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to provide technical remote support in English for our customers. The 1st Level Team operates in shifts, 24/7 (including weekends).#LI-DNI

• Experience in a Service Desk, Help Desk, Technical Support, or Customer Support environment.
• Strong knowledge of Windows operating systems and Microsoft Office 365.
• Basic understanding of networking concepts (VPN, DNS, DHCP, TCP/IP, Wi-Fi connectivity).
• Experience with Active Directory, user account administration, and password management.
• Knowledge of hardware and software troubleshooting.
• Experience with remote support tools and remote troubleshooting.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or similar ITSM platforms.
• Understanding of Incident, Request, and Problem Management processes.
• Knowledge of Microsoft Teams, Outlook, and general end-user support activities.

• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize tasks and work under pressure.
• Team player with a proactive and positive attitude.
• Strong attention to detail and commitment to quality.
• Willingness to work in a 24/7 shift environment.
• What Success Looks Like: Consistently meeting SLA and KPI targets; High customer satisfaction scores; Accurate and timely incident handling; Active contribution to knowledge sharing and process improvements; Effective collaboration with technical teams and stakeholders.
• Nice to Have:
• ITIL Foundation certification.
• Experience supporting enterprise environments.
• Knowledge of Azure AD / Entra ID.
• Experience with Microsoft Intune/ServiceNow and endpoint management solutions.
• Understanding of cybersecurity best practices and MFA administration.
• Previous experience in multilingual customer support environments.