Service Desk Agent (1year contract)

Roles & Responsibilities

As a Service Desk Analyst, you will be the face and voice of our company, providing crucial first-level technical support to our users. You will play a key role in diagnosing and resolving IT incidents, ensuring minimal disruption, and delivering an exceptional customer service experience. This role is perfect for a problem-solver who thrives in a dynamic, fast-paced environment.

Key Responsibilities

• First Point of Contact : Serve as the primary contact for all incoming IT queries and incidents via phone and email, ensuring a professional and timely response.
• Incident Resolution & Management : Perform first-level troubleshooting to achieve a high rate of First Call Resolution (FCR). Log, classify, prioritize, and track all incidents accurately in the service management system.
• Escalation Management : Efficiently escalate complex incidents to second-level support teams with comprehensive documentation, following established procedures.
• Customer Communication : Take ownership of user issues, providing regular and proactive updates on the status and progress of their tickets until final resolution.
• Service Level Adherence : Work within defined Service Level Agreements (SLAs) to meet key performance indicators for response and resolution times.
• Team Collaboration : Identify and alert team leads to emerging trends or surges in specific incident types, contributing to overall service improvement.

What We're Looking For (Qualifications & Experience)

Experience : At least 1 year of hands-on experience in a technical support role such as :

IT Service Desk / Help Desk

Desktop Support

End-User Computing Support

Technical Proficiency :

Required : Strong practical knowledge of Microsoft Office 365 and its applications.

Core Skills : Experience with Microsoft Windows OS , Active Directory (user account administration), and MS Outlook configuration and support.

Highly Valued : Familiarity with ITIL foundational concepts and experience supporting mobile devices (iOS / Android).

Personal Attributes :

Excellent communication and customer-facing skills.

Strong analytical and problem-solving abilities.

Ability to work independently and as part of a team in a shift-based environment.

Proactive, patient, and empathetic with a genuine desire to help others.

Tell employers what skills you have

Outlook

Troubleshooting

Service Management

Active Directory

Escalation Management

Administration

Service Level

Microsoft Office 365

Windows OS

Service Desk

Mobile Devices

Microsoft Windows

ITIL

Customer Communication

Customer Service Experience

Technical Support