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Contact Point 360 is a global customer experience (CX) and BPO company with 4,000+ employees and operations across North America, Latin America, Europe, and Asia including our Bogotá office. We help leading brands deliver outstanding support across voice, chat, email, and social channels. Were looking for a Service Desk Agent to be the first point of technical contact for our users. Youll diagnose and resolve hardware and software issues, walk users through fixes step by step, and make sure every ticket is properly documented and escalated when needed. What Youll Do Provide first-level technical support via phone, chat, and email (password resets, hardware issues on laptops/desktops/printers, software troubleshooting) Diagnose technical problems and guide users to resolution Accurately document, categorize, and track tickets Prioritize cases based on impact and urgency Escalate complex issues with the necessary supporting documentation Meet individual and team goals for quality and r