IT Support Agent

2 days ago

Lahore, Punjab, Pakistan Tkxel Full time

The IT Support Agent is the first point of contact for the users who call the IT Service Desk. While providing a high level of customer interaction, they are responsible to resolve Level 1 requests in a timely fashion and escalate Level 2/3 requests to appropriate Support teams. The IT Support agent must have a good balance of basic technical skills and customer facing skills.

Hours:
Support the Philippine working hours.

Main Responsibilities:

  • Serve as the single point of contact for employees for all IT-related issues and requests.
  • IT Service Desk serves as the Level 1 Team for IT Department and works closely with Tier 2 and Tier 3 Teams (Wintel, Network, Linux, Cloud)
  • Respond to all incoming queries from users via the official communication channels – phone, email, MS Teams.
  • Monitor the queues, own and analyze the incoming tickets in the ITSM workflow tool.
  • Resolve all incidents and service requests within the defined SLA and make sure all needed information is present for successful completion.
  • Keep the requestors informed about the progress.
  • If additional information or actions are required to complete a task, make sure all steps are taken, and all respective parties are contacted (requestors/approvers/etc.)
  • Make sure that if an incident or service request is out of scope or cannot be completed for any reason, they are properly and timely escalated to the respective Tier2 / Tier3 teams or other parties.
  • Follow the standard IT Service Desk operating procedures accurately.
  • Make sure all actions and activities are properly logged.

Skills required:

  • Customer focus
  • Very good communication skills
  • Very good command of English – both verbal and written.
  • Good interpersonal skills, with a focus on listening and questioning.
  • Good analytical skills
  • Ability to multitask
  • Knowledge/experience with configuring and managing Windows 10/11 in a domain environment, as well as end-user devices - PCs, Laptops, Printers.
  • Previous experience in an IT environment as customer support/helpdesk/administrator or similar will be considered an advantage.
  • Knowledge or experience with Microsoft technologies (Active Directory / Intune / Azure / etc.) will be considered an advantage.
  • Experience with hardware will be considered an advantage.

Some further details are below:

  • Full timezone overlap with Philippines time
  • Good communication skills is a must have
  • Related/relevant experience is mandatory
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