Service Desk Agent
Summary
Provide first-level IT support via phone, email, or onsite, troubleshooting hardware, software, and network issues for end users in a 24/7 service desk role.
Key Responsibilities
- Provide first-level technical support to end users via phone, email, remote tools, or onsite.
- Troubleshoot and resolve hardware, software, printer, and network-related issues.
- Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment.
- Escalate unresolved issues to the appropriate support teams when necessary.
- Log, update, and close incidents accurately in the service desk ticketing system.
- Perform user account administration, including password resets and access requests.
- Ensure incidents are handled within agreed service levels (SLA).
- Maintain clear communication with users regarding the status of reported issues.
- Follow company IT policies, security procedures, and operational guidelines.
- Perform other IT support duties as assigned during the shift.
Job Requirements
- Diploma, Higher NITEC, Degree, or currently pursuing studies in Information Technology, Computer Science, or a related field.
- Students, fresh graduates, and candidates with basic IT support experience are encouraged to apply.
- Basic knowledge of Microsoft Windows, Microsoft Office 365, desktop hardware, and networking fundamentals.
- Good troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Customer service-oriented with a positive attitude.
- Able to work independently and as part of a team.
- Willing to work on an on-call basis, including weekdays, weekends, public holidays, and either day or night 12-hour shifts.
Preferred Qualifications
- Previous experience in a Service Desk or Desktop Support environment is an advantage.
Employment Type
On-Call / Casual
Students and fresh graduates are welcome to apply