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. This first‑line support role ensures high customer satisfaction by providing timely assistance and accurate status updates.

Key responsibilities

• Receive and log user calls, following standard Service Desk scripts.
• Provide status updates on incidents and ensure records are kept current.
• Identify and route non‑incident requests to the appropriate change or service request processes.
• Monitor auto‑generated incidents from alerts, prioritize them, and engage resolver groups.
• Escalate and progress incidents according to defined procedures while keeping users informed.
• Close incidents after user confirmation, applying the “3 strikes and out” policy.
• Maintain accurate data in the Incident Management tool, including classification and closure codes.

Required profile

• High school diploma or at least two years of proven experience in customer service or technical support.
• Proficiency in a foreign language (as required by the role).
• Strong communication, empathy, and problem‑solving abilities.
• Team‑oriented mindset with the ability to work flexible hours.
• Understanding of business continuity processes and basic networking concepts.

Required skills

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