About the Role

The IT Service Desk Agent position is the part of the company`s IT Operations function. The position is responsible to provide Level 1 IT support (email-queues, ITSM tool, MS Teams-Chat) to the organization, acting as a single point of contact for Gategroup internal users. Dealing with the management of both routine and non-routine incidents, problems, and requests, in specific languages: Spanish and/or French

Responsibilities

• Provide support for standard technical inquiries related to specific IT products, including Microsoft products, operating systems, basic networking, and PCs.
• Adhere to and reinforce internal IT protocols while delivering resolutions in compliance with established requirements.
• Document actions taken to resolve routine user inquiries, ensuring adherence to established processes and systems.
• Take ownership of understanding user issues by actively listening and asking relevant questions to resolve commonly known problems within specified timeframes.
• Escalate issues as needed to ensure service levels are met or exceeded in accordance with the company's expectations and SLAs.
• Monitor performance through statistical reporting and analysis.

Required Skills and Qualifications

• High school diploma or equivalent
• Understanding of operating systems (Windows, macOS, Linux). IT related studies or previous IT Service Desk Agent experience is preferred
• Awareness to ITSM tools – (ServiceNow preferable)
• Proficiency with service desk telephony and ticketing systems