Job Description
Job Description
We are seeking a knowledgeable and customer-oriented Service Desk Representative to provide first-level technical and service support. In this role, you will assist users with IT-related concerns, troubleshoot basic issues, and ensure timely resolution or escalation.
Key Responsibilities
Serve as the first point of contact for users seeking technical assistance via phone, chat, email, or ticketing system.
Diagnose and troubleshoot basic hardware, software, network, and account-related issues.
Provide clear step-by-step guidance to resolve user concerns.
Log, track, and update all tickets accurately in the system.
Escalate complex or unresolved issues to higher-level support teams following standard protocols.
Follow up with users to ensure issues are fully resolved and satisfaction is met.
Assist with password resets, system access, installation support, and other routine IT tasks.
Maintain knowledge of products, tools, and systems to deliver effective support.
Meet performance targets such as first-call resolution, response time, and customer satisfaction.
Qualifications
No Experience Required
Basic knowledge of IT concepts (software, hardware, network basics).
Strong problem-solving and communication skills.
Ability to multitask and manage multiple tickets or inquiries.
Customer-focused, patient, and able to explain technical information clearly.
Willing to work onsite, shifting schedules, weekends, or holidays as required.
What We Offer
Competitive salary and allowances.
Technical and product training.
Performance bonuses and career development.
Opportunities to advance to higher-level IT support roles.
