Service Desk Agent

We are looking for an IT Service Desk Agent to join our team responsible for providing first‑line technical support to our customers via phone call, email and web chat. This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents while keeping to agreed SLA and KPI targets, and delivering excellent customer service.

Key Responsibilities

• Provide first‑level technical support via phone, email, chat or ticketing systems.
• Log, categorize and prioritise incidents and service requests on an IT Service Management system.
• Diagnose and troubleshoot IT related issues.
• Resolve common IT issues related to Windows, Office 365 and user accounts.
• Escalate issues to second or third‑line support teams.
• Manage user account administration including password resets and access permissions.
• Assist in maintaining documentation for incidents, ...