IT Service Desk Agent

The IT Service Desk Agent serves as the primary point of contact for end users, managing support requests via phone, instant message, and self-service portal to ensure seamless IT system functionality. This role involves troubleshooting hardware, software, and network issues, documenting activities in the service management platform, and escalating critical alerts as needed. The position requires providing remote and on-site technical support across North and South America while adhering to strict Service Level Agreements.