Service Desk Agent

About the Role

As a Service Desk Agent Level 1, you will serve as the first point of contact for users seeking technical assistance across multiple channels. This role plays a critical part in ensuring seamless IT operations by resolving technical issues efficiently and delivering a high standard of customer experience. You will contribute to operational excellence while building strong foundational skills in IT support and service delivery.

Key Responsibilities

• Provide timely support to users via phone, email, chat, or self-service portal

• Diagnose and resolve first-level hardware, software, and network issues

• Assist with account setup, password resets, and software installations

• Use remote tools to investigate and troubleshoot reported issues

• Escalate complex incidents to higher-level support teams with clear documentation

• Track, update, and document all incidents in the ticketing system

• Follow up with users to ensure complete resolution of issues

• Contribute to knowledge base development and share best practices to prevent recurring issues

Job Qualifications

• Diploma or degree in Information Technology, Computer Science, or related field

• Strong problem-solving and analytical skills with attention to detail

• Excellent verbal and written communication skills

• Basic understanding of computer systems, mobile devices, and IT support processes

• Familiarity with operating systems such as Windows, Mac, or Linux

• Ability to work effectively both independently and collaboratively in a team environment

• Willingness to work in a 24x7 shift environment, including weekends and public holidays