We are seeking a proactive and customer-focused Service Desk Agent with 2–3 years of experience to provide first-level IT support. The role involves handling incidents, service requests, and ensuring timely resolution while delivering high-quality customer experience in line with organizational SLAs and processes.
Key Responsibilities
Act as the first point of contact (L1 support) for all IT-related incidents and service requests via calls, emails, chat, or ticketing tools.
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We are seeking a proactive and customer-focused Service Desk Team Lead with strong technical and operational expertise to oversee L1 support operations. The role is responsible for managing a team of Service Desk Agents, ensuring timely resolution of incidents and service requests, and delivering high-quality customer experience aligned with organizational SLAs and ITIL processes.
Key Responsibilities
Act as the primary escalation point for all critical and high-priority IT incidents.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.
Answer contacts promptly and professionally
Log/Validate all contacts Call Handling Database
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
...
Enhanced support for VIP users including 7x24 on-call support
Coordinate with infrastructure teams to resolve issues with network, servers or other infrastructure devices or services that impact the normal work of end users
Support hardware and software changes (e.g. hardware device change/refresh, system upgrade/migration, patch update, etc.) for end users
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