Service Desk Agent

Job description

Responsibilities We Are Hiring! We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support within a fast-paced, 24x7x365 operational environment. You will play a key role in delivering first-level technical support, ensuring timely incident resolution, and maintaining high levels of customer satisfaction. The Service Desk Agent provides Level 1 IT support by handling service requests and resolving incidents through phone, email, and monitoring tools. This role requires strong communication skills, attention to detail, and the ability to follow established incident management processes. Key Responsibilities: Customer Support - Provide first-level IT support via phone, email, and monitoring systems - Handle inbound and outbound calls professionally - Ensure timely review and response to Service Desk mailbox requests - Maintain proper phone login/logout compliance during assigned shifts Incident & Service Request Management: - Create, update, and manage incident tickets throughout their lifecycle - Classify, prioritize, and escalate incidents per est...