Service Desk Agent

Job description

Location: Belfast Job Summary: We are looking for 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 keeping to agreed SLA's and KPI's, while delivering excellent customer service. Key Responsibilities: - Provide first-level technical support via phone, email, chat, or ticketing systems. - Log, categorize, and prioritize incidents and service requests on a 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 maintenance of documentation for incidents, solutions, and procedures. - Follow service desk processes and ensure SLA compliance. - Monitor recurring issues and contribute to problem management. Required Skills: Ability to work under pressure and manage multiple support tickets. - Good knowledg...