Service Desk Agent- 24x7 IT Helpdesk Support

The Service Desk Agent is responsible for providing first-level technical support to end users in a 24x7 IT support environment. This role involves diagnosing and resolving hardware, software, network, and application-related issues while ensuring excellent customer service and timely resolution of incidents and service requests. The Service Desk Agent serves as the primary point of contact for all IT-related inquiries and escalates complex issues to appropriate support teams when necessary. This is a 12- months role.

Key Responsibilities

Technical Support

• Provide first-line IT support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, VPN, email, and business applications.
• Support Microsoft Windows, MacOS, iOS, Microsoft 365, Active Directory, and common enterprise applications.
• Log, categorize, prioritize, and track incidents and service requests in Service Now.
• Perform password resets, account unlocks, and user account administration.
• Escalate unresolved issues to Level 2/3 support teams following defined procedures.
• Monitor system alerts and respond to incidents in a timely manner.

Customer Service

• Deliver professional and customer-focused support to all users.
• Communicate technical information clearly to non-technical users.
• Maintain regular updates with users regarding ticket status and resolution timelines.
• Ensure adherence to Service Level Agreements (SLAs).

Operations & Documentation

• Maintain accurate documentation of incidents / requests, troubleshooting steps, and resolutions.
• Contribute to knowledge base articles and standard operating procedures.
• Participate in shift handovers to ensure continuity of support in a 24x7 environment.
• Follow IT security policies, compliance standards, and operational procedures.

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1–3 years of experience in IT Helpdesk or Service Desk support.
• Basic understanding of networking concepts, operating systems, and enterprise applications.
• Familiarity with ticketing systems such as ServiceNow, Jira, or similar.
• Knowledge of Microsoft Windows, MacOS, iOS/Android, SharePoint, Zoom, Active Directory and Intune.
• Familiarity with remote control tools such as LogMeIn, GoTo Resolve, or similar.
• Familiarity with MFA (Duo, Authenticator)

Required Skills

• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to multitask and work under pressure.
• Willingness to work rotating shifts, weekends, holidays, and overnight schedules.
• Ability to work independently and collaboratively within a team.

Preferred Certifications

• CompTIA A+
• Microsoft Certified Fundamentals

Work Environment

• 24x7 shift-based support environment.
• May require rotational on-call support.
• Hybrid or onsite work depending on organizational requirements.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• SLA compliance
• Ticket resolution time
• Customer satisfaction scores (CSAT)
• Incident backlog management

Application Question(s):

• Are you aware that this is a 12-month contract?
• What is your currently employed/ unemployed?
• What is your current salary?
• What is your expected salary?
• What is your notice period?

Work Location: In person