Global Desk Agent - 2025-010

Job Description

The Service Desk Agent will be responsible for helping users resolve issues with computer hardware or software. They will respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They will also work closely with other IT department personnel to aid in tasks that are outside the scope of their knowledge or expertise.

This role requires a balance of creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.

You will be responsible for :

• Identifying the hardware and software needs of each user’s computers and take measures to meet those needs.
• Aiding in customizing and adapting existing programs on a computer system to meet the needs of the users.
• Troubleshooting problems with hardware and software on tier 1.
• Providing users with network access according to instructions provided by management.
• Reinforcing SLAs to manage end-user expectations.
• Handling computer security breaches by following standardized procedures.
• Monitoring the Service Desk queue and keep it aligned with the SLA.
• Assisting customers and users with their hardware issues over the telephone, face to face and through emails and tickets.
• Training users to handle information technology equipment by providing precise instructions
• Providing training to users in the event of a new technology module.
• Providing new users with orientation of existing technology and respond to questions from all emails and callers.
• Following standard and IT procedures & policies.
• Escalating issues and involve experts wherever required to resolve issues as quickly as possible.
• Ensuring that supported customer accurately completes the approved work request with the date and time of submission.
• Ensuring the support team members close out their work orders properly.
• Performing post-resolution follow ups to help requests.
• Bringing traceability to tickets opened by Service Desk tool.