Service Desk Agent

About the role

The Service Desk Agent acts as the single point of contact for users, handling routine and non‑routine incidents, problems and service requests. The role provides first‑line support, ensuring high customer satisfaction and smooth operation of IT services.

Key responsibilities

• Receive and log user calls, following standard Service Desk scripts.
• Provide status updates on incidents and ensure accurate record keeping.
• Identify and route non‑incident requests to the appropriate change or service request processes.
• Monitor auto‑generated alerts, prioritize incidents and engage resolver groups.
• Escalate and progress incidents according to defined procedures while keeping users informed.
• Close incidents after confirming resolution with the user and applying proper closure codes.
• Maintain incident, change and service request records in the management tool.

Required profile

• High school diploma or at least two years of proven experience in customer service or technical support.
• Strong customer‑relationship skills with the ability to communicate clearly and empathically.
• Basic problem‑solving abilities and a team‑oriented mindset.
• Willingness to work flexible hours and handle a fast‑paced environment.

Required skills

• Proficiency with the Windows operating system.
• Experience using the Microsoft Office suite.
• Basic knowledge of PC networking concepts.

What we offer

• Opportunity to develop IT service management expertise.
• Collaborative team environment focused on continuous improvement.