Mid-Level
Junior Service Desk/Desktop Managment
Job Description
Objective:
-
Provide remote IT support to End Users, handling requests received through multiple channels such as phone, email, ITSM platforms, and other support channels.
-
Ensure the complete process of ticket registration, categorization, troubleshooting, resolution, and/or escalation according to established procedures.
-
Document all activities, actions, and interactions within the ITSM platform during the handling of incidents and service requests.
Main Responsibilities:
-
Create and maintain technical procedures and support documentation.
-
Update tickets with detailed information regarding actions performed, troubleshooting steps, and resolution outcomes.
-
Maintain and update the asset inventory of supported devices and equipment.
-
Provide first-level technical support and troubleshooting for end-user devices and operating systems.
-
Ensure adherence to service processes, quality standards, and SLA requirements.
-
Escalate unresolved issues to the appropriate support teams when necessary.
-
Contribute to the continuous improvement of support processes and knowledge base documentation.
Technologies:
-
Chrome OS
-
Windows 10
-
Windows 11
Profile
-
Experience providing remote IT support to end users.
-
Knowledge of Chrome OS.
-
Knowledge of Windows 10 and Windows 11 operating systems.
-
Experience working with ITSM tools and ticket management processes.
-
Strong communication, customer service, and problem-solving skills.
-
Ability to document technical procedures and user interactions accurately.
-
Ability to work autonomously and manage multiple priorities.
Observations:
-
Shift schedules may operate between 7:00 AM and 11:00 PM, 7 days per week (shift-based environment).
-
Possibility of remote work during specific shifts, subject to compliance with service requirements and internal policies.
-
Previous experience in IT Service Desk, Help Desk, or Customer Support environments is highly valued.
-
Strong communication skills, initiative, and a proactive attitude are highly appreciated.
-
Availability to participate in on-call support activities should be considered and agreed upon between the supplier and the consultant.
Sign up to apply and find out right away if you're a fit.
Is this role right for you?
Your agent will tell you — in seconds.
Sign up and I'll tell you right away how well Inetum matches you — what you already have, and what's missing. Then I stay on it: I search for you and only write when I find something worth your time.