IT Service Desk Agent – First‑Level Support

About the role

We are seeking a motivated Service Desk Agent to join our IT support team. You will be the first point of contact for end‑users, providing timely technical assistance and ensuring a high level of customer satisfaction.

Key responsibilities

• Deliver first‑line support for hardware, software, network and application issues.
• Log, categorize, prioritize and resolve incidents and service requests within SLA targets.
• Troubleshoot common IT problems using remote support tools and standard procedures.
• Escalate complex or unresolved tickets to Level 2 or specialized teams.
• Maintain accurate documentation of incidents, resolutions and user interactions in the service management system.
• Communicate status updates to end‑users and ensure a positive support experience.
• Perform basic account management tasks such as password resets and user provisioning.
• Contribute to the knowledge base by documenting recurring issues and solutions.

Required profile

• 2–3 years of experience in an IT Service Desk, Help Desk or Technical Support role.
• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Strong knowledge of Windows operating systems and Microsoft Office 365.
• Basic understanding of networking concepts, Active Directory and IT support best practices.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management) is an advantage.
• Excellent troubleshooting, communication and customer‑service skills.
• Ability to prioritize tasks, work under pressure and handle multiple requests simultaneously.
• ITIL Foundation certification is a plus.

Required skills

• Windows operating systems
• Microsoft Office 365
• Desktop applications
• Networking fundamentals
• Active Directory
• ServiceNow or Jira Service Management
• Remote support tools