Service Desk Agent

We are seeking a proactive and customer-focused Service Desk Agent to provide first-level technical support and incident resolution for end users. The ideal candidate will troubleshoot hardware, software, and network issues, ensuring timely resolution and high customer satisfaction while adhering to ITIL standards.

Key Responsibilities:

• Act as the first point of contact for users via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide technical support for Windows/Mac operating systems, MS Office/O365, VPN, printers, and basic network connectivity.
• Troubleshoot user access issues including password resets, application errors, and account lockouts.
• Escalate complex issues to higher-level support teams (L2/L3) while maintaining ownership until resolution.
• Maintain accurate documentation of issues, resolutions, and user interactions.
• Follow standard operating procedures (SOPs) and adhere to SLAs for response and resolution times.
• Assist with onboarding/offboarding activities including account setup and system provisioning.
• Contribute to the knowledge base by documenting known issues and resolutions.
• Deliver excellent customer service and communicate effectively with both technical and non-technical users.

Required Skills and Qualifications:

• Bachelors degree or diploma in Computer Science, Information Technology, or related field.
• 13 years of experience in IT Helpdesk / Service Desk / Technical Support role.
• Hands-on experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, or Zendesk).
• Basic understanding of ITIL framework and incident management process.
• Strong troubleshooting skills for Windows OS, MS Office Suite, Outlook, and network connectivity.
• Excellent communication and interpersonal skills.
• Ability to multitask and work under pressure in a fast-paced environment.