Service Desk Agent

Key Responsibilities

• Provide first-level technical support to end users via phone, email, remote tools, or onsite.
• Troubleshoot and resolve hardware, software, printer, and network-related issues.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment.
• Escalate unresolved issues to the appropriate support teams when necessary.
• Log, update, and close incidents accurately in the service desk ticketing system.
• Perform user account administration, including password resets and access requests.
• Ensure incidents are handled within agreed service levels (SLA).
• Maintain clear communication with users regarding the status of reported issues.
• Follow company IT policies, security procedures, and operational guidelines.
• Perform other IT support duties as assigned during the shift.

Job Requirements

• Diploma, Higher NITEC, Degree, or currently pursuing studies in Information Technology, Computer Science, or a related field.
• Students, fresh graduates, and candidates with basic IT support experience are encouraged to apply.
• Basic knowledge of Microsoft Windows, Microsoft Office 365, desktop hardware, and networking fundamentals.
• Good troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Customer service-oriented with a positive attitude.
• Able to work independently and as part of a team.
• Willing to work on an on-call basis, including weekdays, weekends, public holidays, and either day or night 12-hour shifts.

Preferred Qualifications

• Previous experience in a Service Desk or Desktop Support environment is an advantage.

Employment Type

• On-Call / Casual

• Students and fresh graduates are welcome to apply