Service Desk Agent
Core
Provide first and second line Digital Workplace support to end users across multiple communication channels.
Role type
Senior Service Desk Agent (Second Line)
Builds
IT service resolutions for end users via phone, ticketing, chat, email, and messaging platforms
Domain
IT Service Management / Digital Workplace
Deliverable
client delivery
Required skills
Windows 10+ workstation support, Microsoft 365/Office applications, Active Directory, networking fundamentals, backup/restore, antivirus, patching, software deployment, incident logging and prioritization, escalation management
Preferred skills
Windows 10 MCSA, Microsoft 365 Modern Desktop Administrator, IT Helpdesk/Google IT Support, MOS
Technologies
Windows 10, Microsoft 365, Active Directory, Linux, ticketing systems
Responsibilities
Handle user interactions via phone, ticketing systems, chat, email, and messaging platforms; Log, categorize, and prioritize incidents and service requests; Monitor and follow up on incidents to ensure timely resolution; Escalate complex technical issues to appropriate support teams
Seniority
Senior, hands-on IC