We are seeking a Service Desk Agent with at least 2 years of experience to provide first-level technical support and ensure smooth IT operations. The ideal candidate will be responsible for handling user queries, troubleshooting technical issues, and delivering high-quality support in a timely manner.
Key Responsibilities
- Provide first-level IT support via phone, email, or ticketing system
- Log, track, and resolve incidents and service requests within agreed SLA timelines
- Troubleshoot issues related to hardware, software, network, and applications
- Escalate complex issues to Level 1/2 support teams when required
- Support user account management (password resets, access requests, etc.)
- Install, configure, and maintain desktops, laptops, and peripherals
- Maintain accurate documentation of issues and resolutions
- Ensure excellent customer service and user satisfaction
- Follow ITIL processes for incident, problem, and change management
Required Skills & Experience
- Minimum 2+ years of experience in Service Desk / IT Support
- Strong knowledge of:
- Windows OS, Microsoft Office
- Basic networking (LAN/WAN, VPN)
- Active Directory and user management
- Experience with ticketing tools (ServiceNow, Jira, Remedy, etc.)
- Good troubleshooting and problem-solving skills
- Strong communication and interpersonal skills
