Service Desk Agent

Job Description:

Respond to service requests and incidents reported via telephone, email, or ticketing system.

Provide first-line technical support and troubleshooting for hardware, software, and network-related issues.

Assist users with password resets, account unlocks, and basic application support.

Accurately log and track all incidents and service requests in the ticketing system.

Follow up with customers to ensure issues are resolved and service levels are maintained.

Monitor and manage service desk queues, ensuring that all tickets are managed within the established SLAs.

Communicate effectively with clients and internal teams to keep them informed of ticket status and progress.

Install and configure software and hardware.

Perform basic network troubleshooting and diagnostics.

Assist with user onboarding and offboarding processes, including setting up accounts and workstations.

Identify recurring issues and suggest improvements to processes and systems.

Qualification and Skills

Must have Matric - Senior Certificate

Must have minimum of 2-3 year's experience

Must have experience with service desk ticketing systems and remote support tools.

Must have CompTIA A+ and CompTIA N+ certificates

Must have ITIL Foundation Certificate

Must be Microsoft Certified:
Modern Desktop Administrator Associate

Must be Microsoft Certified:
Azure Fundamentals