Service Desk Agent

About the role

The Service Desk Agent provides first‑line technical support to internal and external users, handling incidents, requests and enquiries across multiple communication channels. This role ensures timely resolution of issues while maintaining service quality and adherence to SLAs.

Key responsibilities

• Respond to incidents, requests, enquiries and alerts via phone, email, web chat, EUP, IVR and monitoring consoles.
• Perform Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE) and Point of Sale (POS) systems.
• Monitor security events, server/network availability and overall system performance.
• Execute password resets and account unlocks.
• Log, manage and escalate incidents to the appropriate Resolver Teams.
• Maintain accurate records in the Service Management System and provide regular status updates.
• Follow Standard Operating Procedures and complete daily operational tasks.

Required profile

• High school diploma or equivalent.
• IT support experience or knowledge is an advantage.
• Willingness to work 12‑hour rotating shifts.

Required skills

• Workplace support
• Server administration basics
• Network troubleshooting
• Microsoft 365
• Secure Access Service Edge (SASE)
• Point of Sale (POS) system support
• Service Management System usage