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, hats 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:

　　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 teams. Its a desk that running 24/7

　　Work Location/Project = Office / WFH (Hybrid)

　　Requisition ID : 20689