IT Service Desk Agent

About us / Corporate presentation
Holafly is a fast-growing start-up that is changing how travelers connect to the internet
abroad. Since 2018, we have been providing peace of mind to travelers around more than
150 worldwide destinations. We are a young and international team of over 500 people
based worldwide working to provide stress- free experiences for all travelers.

We are looking for someone with experience in this industry who can help us keep
growing. Above all, we are seeking an individual who enjoys working in a team, can
express ideas assertively, and wants to contribute, learn, and feel useful.

We are seeking an IT Service Desk Agent (100% remote) who will be the first point of
contact for our different stakeholders providing timely and effective technical support,
managing the resolution of issues related to software, business applications, and
technological systems; ensuring a positive experience for each user.

✦ Team presentation
You would be part of the IT Delivery team. We currently have more than 40 colleagues
working internationally from home. For us, companionship and enjoyment when doing our
work come first. We believe in continuous improvement, automation and collective
knowledge without leaving human values behind. Always following best practices.

✦ What will you do?
In 1 month
Get to know the team, main projects and stakeholders with their characteristics and
interlocutors. Familiarize yourself with the framework and work technologies. Understand
and follow corporate procedures (time entry, vacation requests, communications, ...). Start
contributing and proposing improvements based on your previous experience and
knowledge. You will begin to solve your first incidents, question and propose solutions.

In 3 months
You will have autonomy and will be working independently with stakeholders and projects.
Help your colleagues progress. Contribute to the evolution and improvement of Holafly
projects, as well as work methodologies and tools.

In 6 months
You will be in charge of projects/initiatives appropriate to your expertise and knowledge,
interacting with the stakeholders and proposing solutions. At all times you will have the
collaboration of your colleagues for any questions you may need. You will continue to
evolve technically.

✦ Responsibilities
● User support:
○ Daily monitoring of incidents with pending resolution status coming from
the support portal.
○ Diagnose and resolve technical issues, guiding users with patience and
clarity.
○ Escalate complex problems to the next level of support when necessary,
ensuring a smooth transition.

● Ticket management:
○ Classify and prioritize tickets according to their impact and urgency.
○ Monitor the status of tickets and keep users informed of progress.
○ Document solutions in our knowledge base to facilitate the resolution of
future incidents.

● Ensure compliance with Service Levels (SLAs):
○ Ensure requests and incidents are handled in accordance with established
service level agreements.
○ Prioritize critical incidents to minimize the impact on the business.

● Continuous improvement:
○ Identify patterns in recurring incidents and propose preventive solutions.
○ Contribute to the improvement of our processes and technical
documentation.
○ Participate in user training on technological best practices..

● Technical Knowledge:
○ Demonstrate a basic understanding of the technologies used in projects.
○ Be able to communicate effectively with the technical team.
○ Not required to be a technical expert but understand basic concepts and
technical language.

✦ What do we expect?

Personally
● Initiative and problem solving skills.
● Teamwork and empathy towards colleagues and stakeholders.
● Results-driven, self-motivated, and able to work independently.
● Bilingual Proficiency: Fluency in Spanish and English (C1 minimum).

Technical background and skills
Solid base in the following areas or technologies:
● Technician or Bachelor's degree in Systems, Computer Science, Computer
Engineering, or related fields.
● At least 1-2 years of experience in technical support or service desk roles.
● Solid knowledge of Windows, macOS operating systems and mobile platforms (iOS,
Android).
● Certifications in ITIL or fundamentals of service management (desirable).
● Familiarity with business collaboration tools (Google Workspace).
● Experience with ticket management tools (Jira Service Management is a plus).
● Customer orientation: Empathy, patience and ability to provide exceptional service.
● Problem solving: Ability to analyze, diagnose and solve technical problems
efficiently.
● Effective communication: Excellent oral and written communication skills to
interact with users of different technical levels.
● Time management: Ability to organize and prioritize tasks in a dynamic
environment.
● Teamwork: Effective collaboration with other members of the IT team.