Help Desk Support Engineer

Service Desk Agent – English (JL2)

Level: L1

Grade: JL2

Experience: 2–4 Years

Job Summary

The Service Desk Agent provides first-level IT support for end users by handling incidents and service requests through calls, emails, and chat channels. The role focuses on delivering timely issue resolution, accurate ticket documentation, and maintaining high customer satisfaction

Key Responsibilities

• Provide first-level support for incidents and service requests.
• Log, categorize, and prioritize tickets in the ITSM system.
• Troubleshoot basic hardware, software, and access issues.
• Support Microsoft 365 applications including Outlook, Teams, and OneDrive.
• Escalate unresolved issues to L2/L3 teams as required.
• Maintain accurate documentation of incidents and resolutions.
• Contribute to knowledge base updates.

Skills

• Good understanding of Windows operating systems and Microsoft Office applications.
• Familiarity with ITSM ticketing tools.
• Strong communication skills in English.
• Basic troubleshooting and customer service skills.

Qualifications

• Bachelor’s degree or diploma in IT or related field.
• 2–4 years of experience in IT Service Desk or technical support roles.