IT Support First Level (m/f/d) for Service Desk

Language skills: Spanish, English

• Manage Handling IT requests and incidents, including identification, documentation, categorization, and prioritization, as well as providing initial support according to defined procedures to ensure service quality.
• Support the end-user through telephone and remote support tools.
• Analyze from problems and providing initial solutions or workarounds for end-user requests and incidents.
• Capture from requests and incidents in a standardized ITSM platform.
• Ensure the correct categorization and prioritization of incoming requests.
• Forward from tickets to other support groups, when necessary, to ensure resolution.
• Perform from service requests, such as password resets.
• Communicate and Escalate ...