We are looking for an IT Service Desk Agent to serve as the first point of contact for end users seeking IT support via phone and live chat. The role focuses on delivering high-quality technical support and customer service in a fast-paced, 24/7/365 environment

• Provide end-user IT support via phone, live chat, and in person when required.

• Investigate, diagnose, troubleshoot, and resolve hardware and software issues, ensuring service recovery where necessary.

• Receive, assess, triage, prioritize, and resolve incidents and service requests related to enterprise applications, hardware, and infrastructure components

• Identify the root causes of technical issues, assess urgency and business impact, and resolve incidents or escalate them to the appropriate teams

• Maintain accurate and detailed documentation of incidents, problems, and service requests in the ticketing system

• Keep end users informed about ticket status, progress, and expected resolution timelines

• Use knowledge bases and technical documentation to support efficient troubleshooting and improve first-contact resolution rates

• Install, configure, maintain, and troubleshoot computer hardware, peripherals, and software, including running diagnostic programs

• Provide guidance and training to end users on the use of applications and IT systems

• Collaborate with internal IT teams to ensure timely and effective issue resolution

• Identify opportunities to improve, streamline, and automate support processes

• Provide after-hours, weekend, and public holiday support as required

• Excellent customer service and problem-solving skills

• Strong communication skills and an empathetic, professional approach to customer interactions

• 2–5 years of relevant work experience in a complex, technology-driven, and fast-paced environment

• Previous experience in an IT technical support role is an advantage but not mandatory

• A bachelor's degree or higher, or ongoing studies towards a bachelor's degree or higher

• Basic understanding of hardware, software, and IT systems

• Ability to diagnose complex technical issues and identify effective solutions quickly

• Strong attention to detail, reliability, and the ability to work independently as well as part of a team

• Ability to remain calm and professional under pressure, including when handling challenging customer situations

• Flexibility to work variable shifts, including evenings, weekends, and public holidays

• Continuous 24/7/365 IT support operations

• Rotating shifts, including after-hours support when required