Desktop Support Engineer / Help Desk Agent

About the role

The Service Desk Agent Level 1 provides frontline technical assistance for business products and IT services. You will interact directly with internal and external customers, troubleshoot issues, and ensure a high level of satisfaction.

Key responsibilities

• Deliver first‑line support for hardware, software, and network problems.
• Log detailed ticket activity and follow issues through to resolution.
• Escalate complex incidents to Level 2 support when required.
• Respond to alerts and monitor service health to maintain operational efficiency.
• Maintain and update knowledge‑base articles for recurring issues.

Required profile

• Diploma or degree in Computer Science, IT, Electronics, or related field.
• 1‑3 years of experience in technical support, NOC, or service‑desk environments.
• Strong customer‑service orientation and clear communication skills.
• Basic understanding of IT systems, networking, and Microsoft applications.

Required skills

• ITIL Foundations certification (preferred).
• CCNA certification (preferred).
• CompTIA A+ and Network+ certifications (preferred).
• Familiarity with ITSM tools such as ServiceNow (preferred).