Service Desk Agent (Computer Operator)

About the role

We are looking for a Service Desk Agent who will be the first point of contact for users needing technical assistance. You will join the IT Operations team and help maintain smooth IT service delivery by diagnosing, resolving, or escalating incidents promptly.

Key responsibilities

• Provide user support via phone, email, chat, and ticketing systems.
• Diagnose and troubleshoot hardware, software, network, printer, and account issues.
• Log, track, and own incidents and service requests using ServiceNow or Remedy.
• Escalate complex problems to Level 2/Level 3 teams following defined procedures.
• Document resolutions and contribute to knowledge‑base articles.
• Guide users on IT best practices and self‑service solutions.
• Adhere to support processes, SLAs, and customer‑service standards.

Required profile

• Significant experience in IT support or service‑desk environments.
• Strong troubleshooting abilities across common hardware, software, and operating systems (Windows, macOS).
• Excellent verbal and written communication skills.
• Customer‑focused mindset with a commitment to high‑quality support.
• Fluency in Spanish and Portuguese; English proficiency is a plus.

Required skills

• ServiceNow (or Remedy) ticketing tools.
• Windows operating system.
• macOS operating system.
• Microsoft Office suite.
• Remote support tools.
• Familiarity with ITIL frameworks.