Job Title: Service Desk Agent

Role Purpose:

The Service Desk Agent is responsible for providing first-level support to end users of IT services. This includes answering phone calls, responding to emails & Chats, and resolving technical issues. The ideal candidate will have strong customer service skills, technical aptitude, and the ability to work independently and as part of a team.

Responsibilities:

• Answer phone calls, chats, and emails from end users with technical issues.
• Troubleshoot and resolve technical issues.
• Escalate issues to the appropriate level of support as needed.
• Document all customer interactions in the ticketing system.
• Maintain a high level of customer satisfaction.
• Keep up-to-date on new IT products and services.
• Collaborate with other members of the IT team to resolve complex issues.

Qualifications:

• Bachelor’s degree in IT or related field.
• 1-2 years of experience in a customer service or technical support role.
• Strong customer service skills.
• Technical aptitude.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite.
• Preferable with ITIL foundation certification - Added Advantages

Rotational shift basis: Shift changes monthly between team.

Work Location/Project = Office / WFH (Hybrid)