Servicedesk - Support Agent

A **ServiceDesk - Support Agent **is the first point of contact for users who encounter technical issues and seek technical support, troubleshooting, and solutions.
This role is critical in ensuring operations run smoothly by quickly and efficiently addressing and resolving software problems quickly and efficiently.
**Key Duties and Responsibilities**:

- Serve as the first point of contact for users asking for technical assistance.
- Respond to users queries through communication channels or ticketing systems.
- Diagnose and troubleshoot software issues to ensure timely resolution.
- Educate and guide users on basic technical fixes and best practices.
- Escalate unresolved issues to the appropriate internal teams and provide documentation of support interactions thoroughly.
- Maintain a knowledge base of reported issues and their solutions and recommendations for system improvements.
**Required Qualifications**:

- Troubleshooting skills and technical issue resolution.
- Strong customer service orientation and problem-solving skills.
- Ability to explain technical concepts to non-technical users clearly.
- Ability to prioritize and manage multiple tasks effectively.
- Ability to work independently and collaboratively in a team setting.
- Responsibility and ability to work with mínimal supervision.
- Experience in one or more of the following is a plus: SQL Server, AD/LDAP, SCCM, SAM metering solutions, and Cloud platforms (AWS/Azure).
**Preferred Qualifications**:

- Familiarity with IT Service Management Tools (ITSM).