Remote Technical Service Desk Agent

Job Title: Service Desk Representative
Location: Remote
Job Type: Part-Time / Full- time

Summary:

The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.

Scope of work

Technical support of equipment, systems and applications, such as:

• Microsoft desktop and server operating systems;
• Desktop applications; email and browsers; printers, fax, VPN clients;
• Site communication and connectivity equipment such as routers;

Duties

• Serving as the first point of contact for users seeking technical assistance over the phone or email
• Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.
• Fulfill service requests for assets and services (part replacements, on-site repairs).
• Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.
• Dispatch Field Technicians and follow up on field and site-related issues.
• Document and update all interactions in a state-of-the-art ITSM
• Escalate incidents and problems to Level 2 teams (and vendors) if/as required.

 

Qualifications and Skills

Education: Diploma or degree in Computer Science, Information Technology, or related field.

Experience:

• 2-4 years of experience in technical support or IT service desk roles.
• Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.

Technical Skills:

• Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
• Basic understanding of ITIL practices is preferred.
• Use of ITSMs (ticketing systems like ServiceNow or Remedy)

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Fluent in English with native-level proficiency

Work Conditions

• Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.
• CPIC clearance and strict adherence to PCI standards
• Physical ability to lift and carry equipment weighing up to 20kg.

Key Performance Indicators (KPIs)

• First Call Resolution Rate.
• Average Time to Resolve Tickets.
• Customer Satisfaction Scores (CSAT).
• SLA Compliance Rates.