Sr Service Desk Agent

Role overview This role provides second-level service desk support by phone, resolving software, hardware, and network issues while keeping customers informed. The work combines timely ticket handling with accurate documentation, follow-up, escalation, and contributions to team knowledge and service improvements.

Responsibilities - Respond to customer requests and troubleshoot issues with or without remote support tools, aiming to resolve them on first contact. - Log and update cases accurately, recording troubleshooting steps, resolutions, and reference numbers. - Track tickets in received order, follow up with customers regularly, and carry cases through to completion or escalation. - Work within customer time constraints and service level targets; the stated workload target is at least 12 tickets per day. - Create a knowledge script each week for common issues and help cross-train colleagues on quick fixes. - Identify process gaps, document procedures, and support service changes and corrective actions.

Requirements - Around one to two years of IT service desk experience, including prior first-level support for Microsoft Office, Exchange, and Windows networks. - Relevant IT training, certification, or equivalent experience; the listing also describes an associate degree, professional certification, or license with five or more years of related experience. - Working knowledge of data and voice networking concepts. - Strong diagnostic skills, accurate record keeping, and the ability to manage multiple tickets and service targets. - Clear, customer-focused communication and the ability to keep customers informed through resolution.

Nice to have - ITIL Foundation certification. - Microsoft Desktop Administration certification.

The role may involve access to export-controlled technology, for which applicable government authorization may be required.