IT Helpdesk Specialist - Phone Support

Logs of Panamá, S.A.

Lugar de Trabajo:


Publicado hace 87 días


Hasta B900 bruto por mes

Tipo de puesto:



Processing Center located in Panama City (Financial District) is looking for IT Helpdesk Specialist - Phone Support. We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.



  • Serve as the first point of contact for users seeking technical assistance over the phone or email.
  • Properly escalating unresolved tickets to next level of support.
  • Tracking, routing and redirecting problems/requests to correct resources.
  • Ensure proper notes and steps taken to resolve issues are documented in the ticket.
  • Update customer data and produce activity reports in ticketing system
  • Walk users through technical steps to solve issues.
  • Utilize remote assistance into computer to view and assist users with resolution of reported issues
  • Follow up with users, provide feedback and see problems through to resolution
  • Ensure proper recording, documentation and closure of tickets
  • Recommend procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Log all service desk interactions and document issue resolution using ITSM best practices
  • Identify and effectively prioritize situations requiring urgent attention
  • Stay current with system information, changes and updates
  • Install and support user applications such as Office 365, Cisco Any Connect VPN, and all other user applications and software


  • A positive “can do” attitude!
  • Proven working experience in providing help desk support
  • Proficiency in English (Spoken and Written)
  • Working knowledge of help desk software, databases and remote desktop control solutions
  • Strong client-facing communication skills
  • Ability to clearly communicate technical concepts to non-technical people
  • Advanced desktop troubleshooting
  • Ability to multi-task and adjust priorities quickly
  • Ability to research solutions using available information resources
  • Ability to be included in 24/7 on-call rotation
  • Microsoft Windows 7 and 10 operating system expertise
  • Microsoft Office365 Suite or Products
  • MacOS, iOS, Android, LinuxOS beneficial but not required
  • AWS and/or Azure Cloud experience beneficial but not required
  • ITIL V.3 Certification or working knowledge beneficial but not required


  • Production Performance Bonus
  • Private Health and Life Insurance
El contenido de este aviso es de propiedad del anunciante. Los requisitos de la posición son definidos y administrados por el anunciante sin que Konzerta sea responsable por ello.
La empresa dio por finalizado este aviso.
¡Te has postulado con éxito!