Posted:14 hours ago|
Platform:
Work from Office
Full Time
We are looking for a Service Desk Agent with excellent English communication skills and hands-on experience in Service Desk support and Active Directory. The ideal candidate will provide high-quality technical support to customers through phone, chat, and email in a 24/7 rotating shift environment.
Key ResponsibilitiesAct as the first point of contact for customers reporting IT issues or requesting access and support
Provide technical support via phone, chat, and email with a strong focus on customer satisfaction
Log, track, and resolve incidents and service requests using ServiceNow or similar ITSM tools
Ensure tickets are handled within SLA targets and escalated when required
Support and troubleshoot issues related to Windows 10/11, Office 365, and Microsoft products
Perform basic user and access management in Active Directory (on-prem and Azure AD)
Support MFA, Intune, and basic network-related issues
Develop a good understanding of client systems and business processes
Work collaboratively in a team providing 24/7 rotational support, including weekends
Take on additional tasks as assigned by the Team Lead or Manager
Excellent English communication skills (spoken and written)
Minimum 3+ years of experience in Service Desk or Technical Voice Support
Strong experience handling voice-based support
Good customer service skills with a professional and empathetic approach
Hands-on experience with ServiceNow or other ITSM tools
Basic understanding of Windows OS, Office 365, and networking concepts
Working knowledge of Active Directory, Azure AD, MFA, and Intune
Willingness to work in 24/7 rotating shifts, including weekends
Service Desk,Voice Process, Chat Support, Servicenow, Active Directory, ITSM tools, Windows 10
UST
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