Service Desk Agent

We are looking for a Service Desk / IT Support professional to act as the first point of contact for users, handling both routine and non-routine incidents, requests, and technical queries. This role delivers 1st line support while ensuring excellent customer service and adherence to service standards.

What we’re looking for
- Hands-on knowledge of Windows OS, Microsoft Office/O365, and basic IT applications.
- Familiarity with basic networking concepts (IP connectivity, VPN, Wi-Fi troubleshooting).
- Experience in PC/laptop troubleshooting, hardware, and peripheral support.
- Ability to diagnose and resolve Level 1 technical issues (login issues, software errors, access issues).
- Experience using ticketing tools to log, track, and update incidents.
- Understanding of incident management and escalation processes (ITIL is a plus!).
- Good communication skills to explain technical solutions to non-technical users.
- Must be of legal working age.