Service Desk Agent

Key ResponsibilitiesProvide remote and on-site technical support for end users’ devices and applications.Log, categorize, and track incidents and service requests using the ITSM system.Troubleshoot and resolve issues related to hardware, software, and Microsoft products.Escalate complex issues to the next level of support when required.Maintain accurate documentation of incidents, resolutions, and processes.Ensure service quality and adherence to agreed SLAs.Mandatory SkillsExperience as a Service Desk Agent.Strong troubleshooting skills for laptops and desktopsExcellent customer service and communication skillsKnowledge of Microsoft Operating Systems, Microsoft 365, and Microsoft Office applications.Willingness to work on rotating shifts (including weekends and public holidays)Preferred SkillsFamiliarity with IT Service Management (ITSM) tools and ticketing systemsBasic understanding of network connectivity and remote support tools