Service Desk Agent I

Provide first-line technical support, troubleshooting hardware, software, and network issues. Log and document detailed ticket activity until resolution is achieved. Escalate complex issues to Level 2 support when necessary. Assist customers with inquiries related to business products and IT services. Monitor alerts and respond accordingly to maintain operational efficiency. Maintain knowledge base documentation for recurring issues and solutions. Special Knowledge, Skills, and Abilities: Strong communication skills. Service desk background with experience in handling international calls. Relevant experience as per the role outlined Strong customer service and communication skills. Basic understanding of IT systems, networking, and Microsoft applications. Ability to follow troubleshooting procedures and escalate appropriately. Familiarity with ITSM tools like ServiceNow preferred. Work Conditions: 24x7 support (rotational shifts). Full-time work from the office, all days.