M365 Service Desk Agent

Job Summary

This role serves as the subject matter expert (SME) within the service desk team. The position acts as the go-to person for a specific product, application, or domain, while also providing first level IT support via phone and remote tools.
The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services.

Responsibilities | CORE

• Liaise with second-level support on product enhancements and train team members

• Update shared repository with changes in area of focus

• Provide First Call Resolution (FCR) technical support via phone and email

• Perform first level troubleshooting and escalate to resolver groups as required

• Furnish timely updates to customers on issue status

• Maintain ownership of cases until closure with accurate documentation

• Manage customer expectations and escalate unusual surge issues to Team Lead

• Classify and prioritize incidents, tracking progress and updates

• Provide support for Microsoft 365 (M365) applications such as Outlook, Teams, OneDrive, SharePoint, Copilot etc

Essential Qualifications

• Diploma with minimum 2 years of end-user support or service desk experience

• Proficient in spoken and written English

• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones

• Knowledge of Windows OS, Active Directory, and Microsoft 365 applications

Preferred Attributes

• VPN and macOS support knowledge

• Good understanding of hardware and peripherals

• Experience in supporting WiFi and LAN connectivity

Professional and/or Technical Certifications

• CompTIA A+ (preferred)

ADDITIONS

Responsibilities | PROJECT-SPECIFIC

• Provide M365-related incident management and support during transition or migration projects

• Assist in documentation and knowledge transfer for new M365 deployments