About the Role:

We are looking for a Level 1 Service Desk Agent to join our dynamic support team. In this role, you will be the first point of contact for users experiencing technical issues, providing timely and effective resolutions. You will diagnose and troubleshoot hardware, software, and network-related problems, ensuring excellent customer service and user satisfaction.

Key Responsibilities:

• Serve as the first point of contact for IT/Telco support queries via phone, email, and ticketing system.
• Troubleshoot and resolve Level 1 technical issues related to hardware, software, and networks.
• Escalate complex incidents to higher-level support teams when necessary.
• Log and track all service requests, ensuring timely follow-ups and resolution.
• Assist with password resets, account setups, and software installations.
• Provide clear and concise technical guidance to end-users.
• Document common issues and solutions to enhance knowledge sharing.

Skills & Experience:

• Previous experience in a similar IT/Telco support or service desk role (preferred but not essential).
• Basic understanding of Windows and/or macOS operating systems.
• Familiarity with Active Directory, Office 365, and remote desktop tools.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and work effectively under pressure.
• Customer-focused mindset with a proactive approach to issue resolution.

Desirable Qualifications:

• CompTIA A+, ITIL Foundation, or other relevant certifications (desirable but not required).
• Experience using IT service management (ITSM) tools and ticketing systems.

What We Offer:

• Career progression opportunities within the wider support team.
• Ongoing training and development to enhance your technical skills.
• A collaborative and supportive team environment.

If you're an enthusiastic problem-solver with a passion for technical support, we'd love to hear from you! Apply today and start your journey with us.