Service Desk Agent

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.

• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.

• Monitor security events, server/network availability, and system performance.

• Perform password resets and account unlocks.

• Log, manage, and escalate incidents to the appropriate Resolver Teams.

• Maintain accurate records in the Service Management System.

• Provide timely updates and ensure cases are resolved within SLA.

• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Requirements

• High school diploma or equivalent.

• IT support experience or knowledge is an advantage.

• Willing to work 12-hour rotating shifts.