IT Service Desk Agent - Remote

Overview

Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. We are looking for an IT Service Desk Agent who will be the first point of contact for our different stakeholders providing timely and effective technical support.

In Short

• 100% remote position.
• First point of contact for technical support.
• Manage resolution of issues related to software and technological systems.
• Daily monitoring of incidents and ticket management.
• Ensure compliance with Service Levels (SLAs).
• Identify patterns in recurring incidents for preventive solutions.
• Contribute to process and technical documentation improvements.
• Fluency in Spanish and English required.
• 1-2 years of experience in technical support or service desk roles.
• Solid knowledge of operating systems and mobile platforms.

Requirements

• Technician or Bachelor's degree in Systems, Computer Science, or related fields.
• Experience with ticket management tools (Jira Service Management is a plus).
• Customer orientation and problem-solving skills.
• Effective communication skills.
• Ability to work independently and in a team.

Benefits

• Work in a young and international team.
• Continuous improvement and learning opportunities.
• Flexible working environment.
• Contribute to a positive user experience.