Service Desk Agent

The Service Desk Agent is responsible for providing excellent customer service and technical support to Alamar’s internal customers.

Key Responsibilities:

• Respond to all incoming IT-related inquiries and issues via Alamar Ticketing System tool.
• Log all incidents and service requests in the ITSM tool and ensure that they are properly categorized and prioritized.
• Provide technical support to end-users for hardware, software, and network-related issues remotely.
• Troubleshoot issues remotely or escalate to other IT support teams as needed.
• Escalate critical issues to appropriate IT teams or management for immediate action.
• Monitor open tickets and ensure that they are resolved within the agreed-upon service level agreements (SLAs).
• Communicate with end-users to provide status updates on their incidents or service requests.
• Document and share knowledge and best practices with other team members to improve service delivery.
• Participate in continuous improvement initiatives to streamline processes and improve customer satisfaction.

Qualifications:

Associate or bachelor's degree in information technology, computer science, or a related field.

2+ years of experience in a help desk or technical support role.

Knowledge of ITSM tools

Strong technical skills in desktop support, network troubleshooting, and software installation.

Excellent communication skills, both written and verbal, and the ability to explain technical issues in non-technical terms.

Strong customer service skills and a passion for helping end-users.

Ability to work independently and as part of a team in a fast-paced environment.

A willingness to work flexible hours and provide after-hours support as needed.

ITIL Foundation certification is a plus.

Working Conditions:

The IT Service Desk Agent may work in an office environment or remotely from home. They may also be required to work outside of normal business hours, including evenings and weekends, to support critical business operations or resolve urgent issues.

Overall, the IT Service Desk Agent plays a critical role in ensuring that end-users receive high-quality technical support and customer service. They must be able to work effectively in a team and communicate clearly with both technical and non-technical stakeholders.

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