Service Desk Agent

About the role

The Service Desk Agent is the first point of contact for users seeking technical assistance. You will diagnose, resolve, or appropriately escalate incidents to maintain productivity and satisfaction across the organization.

Key responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems (SNOW, Remedy).
• Troubleshoot hardware, software, network, printer, and account issues.
• Log, track, and update service requests and incidents, taking full ownership of each ticket.
• Escalate complex problems to Level 2 or Level 3 support teams when needed.
• Document issues, solutions, and knowledge‑base articles for future reference.
• Educate users on best practices and self‑service techniques.

Required profile

• Strong verbal and written communication skills.
• Ability to work under pressure, multitask, and maintain a customer‑centric attitude.
• Analytical thinking and problem‑solving orientation.
• Basic to intermediate technical knowledge and familiarity with IT service management frameworks (ITIL is a plus).

Required skills

• Experience with ticketing tools such as ServiceNow (SNOW) or Remedy.
• Proficiency in troubleshooting Windows and macOS operating systems.
• Knowledge of Microsoft Office Suite.
• Use of remote support tools.
• Understanding of ITIL processes (optional).