Service Desk Agents – SSSDA

Main job function 

In this role, you will be responsible for providing first-line IT support across our global organization. This includes managing the full ticket lifecycle, from initial contact to resolution, ensuring all issues are addressed promptly and efficiently. You will provide both proactive and reactive desktop support services, resolving hardware, software, and network-related issues while ensuring seamless communication with users. Your contributions will play a key role in maintaining system uptime and supporting smooth IT operations within the organization.

• Act as the first point of contact for all internal employees providing professional and personal support through First Call Resolution (FCR).
• Manage incoming tickets, including initial analysis, assessment, and distribution to the relevant support team – ensuring prompt resolution within Service Level Agreements (SLAs).
• Take ownership of assigned cases throughout incident/request ticket lifecycle, ensuring effective handling with regular user
• Collaborate with 2^nd level support to prevent system downtime and resolve basic software, hardware or network
• Perform desktop analysis, diagnosis and resolution for end-user problems, ensuring quality work within agreed
• Configure and set up employee endpoint devices while enforcing best practices for software, hardware, and peripheral device usage.
• Provide global support while adhering to regional differences in SOPs and IT
• Ideal candidates should have experience in helpdesk support within a Managed Services or internal IT environment, with strong attention to detail

MINIMUM QUALIFICATION AND EXPERIENCE

• Diploma or bachelor’s degree in computer science, Information Technology or related
• Proven ability in troubleshooting Windows operating system errors, connectivity issues and configuration of employee endpoint devices.
• Experienced in remote troubleshooting and issue resolution using remote support
• Strong customer service and communication skills (verbal and written).
• Ability to prioritize tasks and manage time
• Adaptability and a commitment to continuously learning SOPs and IT protocols.

PREFERRED QUALIFICATIONS AND EXPERIENCE

• 1+ years of experience in an IT support
• ITIL V4 Foundation
• CompTIA A+
• Skilled in diagnosing and resolving issues related to Microsoft 365 services, including the Office Suite, Azure Active Directory (Azure AD), Azure Virtual Desktop (AVD), and Microsoft Intune.
• Familiarity with IT service management (ITSM) tools such as ServiceNow, including ticket logging, categorization, and escalation procedures.

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.