Remote Technical Service Desk Agent
Remote Technical Service Desk Agent
Posted on :
17-05-2025
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1 Vacancy
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Job Description
Job Title: Service Desk Representative
Location: Remote
Job Type: PartTime / Fulltime
Location: Remote
Job Type: PartTime / Fulltime
Summary:
The Service Desk Representative provides frontline support for technical issues ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware software and networkrelated problems maintaining ticketing systems and escalating complex issues when necessary. This position requires strong technical expertise communication skills and a proactive approach to problemsolving.Scope of work
Technical support of equipment systems and applications such as:- Microsoft desktop and server operating systems;
- Desktop applications; email and browsers; printers fax VPN clients;
- Site communication and connectivity equipment such as routers;
Duties
- Serving as the first point of contact for users seeking technical assistance over the phone or email
- Performing troubleshooting through diagnostic techniques and pertinent questions paying particular attention to customer satisfaction.
- Fulfill service requests for assets and services (part replacements onsite repairs).
- Use prescribed SOPs scripts and tools to troubleshoot and resolve hardware software applications and services problems.
- Dispatch Field Technicians and follow up on field and siterelated issues.
- Document and update all interactions in a stateoftheart ITSM
- Escalate incidents and problems to Level 2 teams (and vendors) if/as required.
Qualifications and Skills
Education: Diploma or degree in Computer Science Information Technology or related field.Experience:
- 24 years of experience in technical support or IT service desk roles.
- Handson experience with troubleshooting Windows/MacOS MS Office Suite and networking issues.
Technical Skills:
- Knowledge of Active Directory VPNs remote desktop tools and ticketing systems (e.g. ServiceNow Jira).
- Basic understanding of ITIL practices is preferred.
- Use of ITSMs (ticketing systems like ServiceNow or Remedy)
Soft Skills:
- Excellent communication and interpersonal skills.
- Strong analytical and problemsolving abilities.
- Ability to work independently and as part of a team.
- Fluent in English with nativelevel proficiency
Work Conditions
- Must be willing to work in variable rotating shifts including evenings weekends and public holidays.
- CPIC clearance and strict adherence to PCI standards
- Physical ability to lift and carry equipment weighing up to 20kg.
Key Performance Indicators (KPIs)
- First Call Resolution Rate.
- Average Time to Resolve Tickets.
- Customer Satisfaction Scores (CSAT).
- SLA Compliance Rates.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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