Service Desk Agent
Service Desk Agent
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Key Responsibilities:
Serve as the first point of contact for users seeking technical assistance via phone email or ticketing system.
Diagnose and troubleshoot hardware software and network issues.
Escalate unresolved issues to higher-level support teams as necessary.
Log all incidents and service requests accurately in the ticketing system.
Follow up with users to ensure issues are resolved and provide updates on progress.
Maintain knowledge base articles and documentation for common issues and solutions.
Support onboarding and offboarding processes including account setup and equipment provisioning.
Adhere to service level agreements (SLAs) and performance metrics.
Required Skills and Qualifications:
Proven experience in a service desk or IT support role.
Strong knowledge of Windows and/or macOS operating systems.
Familiarity with Microsoft 365 Active Directory and common enterprise applications.
Excellent communication and interpersonal skills.
Ability to work independently and manage multiple priorities.
Strong problem-solving and analytical abilities.
Customer-oriented mindset with a focus on delivering high-quality support.
Preferred Qualifications:
ITIL Foundation certification or equivalent.
Experience with ITSM tools (e.g. ServiceNow Jira Service Desk).
Basic understanding of networking concepts (DNS DHCP VPN).
Knowledge of remote support tools and techniques.
Required Experience:
Unclear Seniority
Employment Type
Full Time
