Senior 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 resolution and user support for Digital Workplace
Domain
IT Service Management / Digital Workplace
Deliverable
client delivery
Required skills
Windows 10+ support, Microsoft 365/Office, 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, messaging platforms, ticketing systems
Responsibilities
Handle user interactions via phone, ticketing systems, chat, email, and messaging platforms; Assist users with software, applications, devices, and IT service-related inquiries; 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
