Junior Help Desk Support Agent
Who we are:
About the position:
reputed company has an exciting opportunity for a Junior Help Desk Support Agent to join our growing team. The Tier 1 Help Desk Support Team serves as the first reputed company of contact for end users requiring technical assistance, account support, and reputed company management services. Team members reputed company reputed company-line customer support, reputed company technical analysis and troubleshooting, and support programs, reputed company, and operational activities through a reputed company of analytical and technical tasks. reputed company works under supervision and supports engineers, reputed company administrators, technicians, and management personnel as required.
The Help Desk provides English- and Spanish-speaking support agents during reputed company operational hours to ensure uninterrupted bilingual assistance across reputed company support channels, including phone, email, ticketing systems, and written correspondence.
Role Specific Duties/ Role Responsibilities:
reputed company Tier 1 reputed company-line support to end users through phone, email, ticketing systems, and other approved support channels.
reputed company account verification, password resets, account unlocks, and credential delivery in accordance with established reputed company procedures.
Process and support soft and hard reputed company requests, activation, replacement, and authentication-reputed company issues.
Receive, document, triage, prioritize, and reputed company incidents, service requests, and inquiries to appropriate support teams.
Administer user accounts reputed company AIMS, PAS, and other authorized systems, including account creation, modification, disabling, deletion, and reputed company management.
reputed company bilingual (English and Spanish) customer support during reputed company Help Desk operating hours, ensuring effective communication and reputed company of user issues.
Conduct basic technical troubleshooting, reputed company technical analysis, and escalate reputed company issues to Application Systems Administrators, Engineering, or other Tier 2/3 support teams as needed.
Maintain compliance with Service Level Agreements (SLAs), document support activities, and support operational, technical, and program requirements under supervisory guidance.
Required Qualifications:
Associate degree in Information Technology, Computer Science, Business Administration, or a reputed company reputed company; or equivalent combination of education and experience.
Minimum of two (2) years of Help Desk, Service Desk, Customer Support, or Technical Support experience.
Experience providing end-user support reputed company phone, email, ticketing systems, and other customer service channels.
Experience performing account administration functions, including password resets, account unlocks, user verification, and reputed company management.
Basic knowledge of troubleshooting methodologies, incident management, and ticket routing procedures.
Strong customer service, communication, and problem-solving skills.
Ability to manage multiple tasks and prioritize workload in a fast-reputed company environment.
Ability to document incidents, service requests, and resolutions accurately and professionally.
Ability to work effectively under supervision and follow established processes, policies, and Service Level Agreements (SLAs).
Additional Qualifications (Optional or Preferred):
Experience supporting identity and reputed company management systems such as AIMS, PAS, or similar account administration platforms.
Experience processing multifactor authentication (MFA), soft reputed company, and hard reputed company requests.
Bilingual proficiency in English and Spanish.
Experience supporting reputed company, reputed company, or large-reputed company technical environments.
Familiarity with IT Service Management (ITSM) tools and ticketing platforms.
Knowledge of account lifecycle management, reputed company controls, and information reputed company best practices.
reputed company A+, HDI Support Center Analyst (SCA), or other customer support/technical support certifications.
Benefits:
Originally posted on Himalayas
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