IT Service Desk Agent

Job Description

The IT Service Desk Agent will provide first-level technical assistance to international users through phone, email, chat, and service management platforms.
The role involves diagnosing hardware, software, network, account, and application-related issues and providing appropriate solutions.
The agent will manage incidents and service requests while ensuring professional communication with users across different regions and time zones.
The position requires strong customer service skills, technical troubleshooting ability, and flexibility to work in international support environments.

Key Responsibilities:

Provide first-level IT support to international users through multiple communication channels.
Receive, record, categorize, prioritize, and track incidents and service requests.
Troubleshoot operating system, software, hardware, network, printer, and connectivity issues.
Assist users with password resets, account access, software installation, and basic configuration.
Follow established troubleshooting procedures and knowledge-base documentation.
Escalate unresolved or complex technical issues to appropriate support teams.
Monitor assigned tickets and ensure timely resolution within SLA requirements.
Maintain clear and accurate documentation of troubleshooting activities and resolutions.
Communicate professionally with users from different countries and cultural backgrounds.
Participate in shift-based support schedules, including rotational or international working hours where required.