Service Desk Agent

Summary:

The ideal candidate will work efficiently in a fast-paced environment and handle the challenges of 24x7 Service Desk coverage, while contributing to the smooth operation of IT services.

Key Responsibilities:

• Provide information and support for any inbound requests, ensuring clear communication and resolution.
• Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.).
• Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams.
• Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation.
• Effectively manage inbound alerts and escalate issues to the correct teams when needed.
• Manage personal schedule to ensure adequate coverage in a 24x7 Service Desk environment.

Requirements

Skills & Qualifications:

Must Have:

• University degree or technical/vocational certification in Computing, Electronics, or related IT field.
• Excellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadership.
• Keen attention to detail and the ability to multitask effectively.
• Strong prioritization skills and the ability to work independently with minimal supervision.
• Problem-solving abilities and basic troubleshooting skills.
• Ambition to grow and improve within the IT field.

Nice to Have:

• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook).
• Strong analytical skills for resolving issues and improving service delivery.
• Familiarity with SAP is a plus.
• Basic knowledge of Linux operating systems.
• Experience with database administration or understanding of databases.
• Understanding of ITSM tools and ITIL best practices.
• Knowledge in areas such as Networking, System Administration, Databases, or Application Support is desirable.
• Fluency in additional foreign languages is considered an asset.