Trabajo de Service Desk Agent en Oportun, Guanajuato - México

Service Desk Agent

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.

While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end-user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.

Support for computer hardware and any authorized desktop software

When the restoration of service is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members with proper/required documentation.

Develop trends by monitoring and analyzing incoming calls, problems, and support requests

Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.

Logging of each request or incident into ServiceNow

Correct categorization and prioritization of tickets according to Priority Matrix

Identify and learn appropriate software and hardware, used and supported by the organization

Perform post-resolution follow-ups to ensure fulfillment.

Reinforce SLAs to manage end-user expectations

Relocation to Leon GTO required***


1-3 years Help Desk or IT support experience

Excellent proactive problem solving and issue resolution skills Availability to work rotating shifts

Customer service/satisfaction experience is key.

Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities

Familiarity with the fundamental principles of ITIL/COBIT/SDaaS

Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations

Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization

Exceptional Teamwork spirit

Windows OS, Mac OS

Mobile Devices iOS and preferred Android

Fluent in Spanish and English

Exceptional Resolution skills

Good knowledge of 5 out of the following:

OKTA Admin

MS Exchange Admin

MS Azure Admin

MS Active Directory


Five9 Admin/Supervisor


Apple MAC


  • Medical insurance (Dental, Vision, Life and Funeral Insurance)  in your particular case we can speak to Blanca Parada our broker  
  • 10 days’ vacation on first year  
  • Grocery Allowance 1,014 Pesos M.N.
  • Relocation bonus worth 1 month of salary before taxes (Paid in the next fortnight after contract)
  • All legal benefits:  IMSS, Afore, Infonavit, 15 days Christmas bonus, 25% holiday bonus, company revenue
  • 3 month Trial period contract. Afterward indefinite contract direct with Oportun Mexico
  • Payroll payment every other week (fortnight)