Service Desk 1st Line Support Agent (Freelancer)
Core
First point of contact for incoming IT tickets via phone and chat, resolving incidents and service requests remotely or coordinating with other parties.
Role type
1st Line Service Desk Agent
Builds
Continuity of service, recovery, security, and performance for end-users
Domain
IT Support / ICT Services
Deliverable
client delivery
Required skills
IT Service Desk support, Direct Customer Support, Active Directory (Microsoft/Azure), Office Tools, ITSM Tools (Jira/Service Now), Software Installation, Hardware Troubleshooting, Operating Systems knowledge, Audio-visual applications support
Preferred skills
Microsoft 365, Azure, Bitlocker, VPN, Network troubleshooting
Technologies
Microsoft 365, Azure, Jira, Service Now, Active Directory, Office Tools
Responsibilities
Answer incoming tickets via phone and chat, resolve incidents and service requests, install software and configure ICT systems, perform minor hardware repairs, train users on basic software and hardware usage
Seniority
Mid-level, hands-on IC