Service Desk Agent Sr

Network/Telecom Admin Data Sr Requirements Must have: Minimum 3+ years of recent and relevant Service Desk experience Practical experience working within the ITIL methodology Knowledge of support procedures, processes, and service management tools and able to work all support channels while providing effective Customer service Knowledge and able to support PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices Knowledge to support LAN, WAN, wireless networks Knowledge to support VDIs and Citrix Responsibilities Accurate problem diagnosis and ability to resolve moderately complex IT problems rapidly and effectively Analyzes simple to moderate issues and determines appropriate technical area or vendor to resolve problems Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers Actively uses and updates knowledge management to resolve issues Understands to meet individual and Service Desk metrics Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions Knowledge of ticket system and ticket resolution Maintains compliance with required training and published service desk procedures Required Languages English Developing Advanced Location Aguascalientes, México