Service Desk Agent

Responsibilities and Requirements

• SD Client-facing agents responsible for handling and managing customer queries and support requests received through phone calls, emails, chats, and web-based ticketing systems.
• Provide L1 technical troubleshooting and support for basic Windows applications and Commercial Off-the-Shelf (COTS) applications.
• Capable of remotely diagnosing, troubleshooting, and resolving technical issues while providing effective support to clients.
• Take ownership of support tickets from initial logging through to resolution and closure, and escalate unresolved issues to the appropriate L2/L3 support groups when required.
• Possess good verbal and written communication skills, with the ability to communicate effectively with clients and internal technical support teams.