Service Desk Agent

Role Overview

The Service Desk Agent serves as the primary point of contact for all IT support needs, providing timely assistance to users and ensuring the smooth operation of systems, applications, and devices. The Service Desk Analyst is the first point of contact for enduser technical support across endpoints and collaboration tools. The role requires strong technical troubleshooting skills, effective communication, and a customer-focused approach.

Key Responsibilities

• Handle IT incidents and service requests via phone, email, chat, or ticketing tools in a 24x7 environment.
• Log, classify, prioritise, and resolve issues within defined SLAs.
• Troubleshoot hardware, software, network, login/access, and Office 365-related problems.
• Perform account management tasks such as password resets, access setup, and software installations.
• Escalate unresolved issues to higher support levels with clear documentation.
• Provide users with timely updates, guidance, and standard solutions.
• Maintain accurate ticket records and contribute to the knowledge base.
• Follow IT policies, security standards, and operational procedures.

Skills & Qualifications

• 14 years of experience in an IT Service Desk / EndUser Support role (or equivalent).
• Handson with Okta, VPN/GlobalProtect, Microsoft Teams, BitLocker.
• Strong understanding of Incident, Service Request, and Change processes in ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice).
• Experienced in providing remote technical support using tools like Bomgar for secure troubleshooting and issue resolution.
• Networking fundamentals: DNS/DHCP, proxy, firewall basics, SSL/TLS certificates.
• Excellent customer service, communication, documentation, and time management skills.
• Familiarity with ITSM/ITIL processes (ITIL certification is a plus).

Competencies

• Customer focus
• Analytical thinking
• Attention to detail
• Team collaboration
• Ability to work in shifts (if required)