We are seeking a Service Desk Agent with excellent communication skills in English and hands-on experience in Service Desk operations and Active Directory.

In this role, you will work in a team-based 24/7 support environment, rotating shifts with other team members. Flexibility to work any schedule as needed is required.

The Service Desk Agent will serve as the primary point of contact for customers reporting issues, requesting information or access, and seeking other IT services. You will deliver outstanding customer service through multiple channels including phone, chat, and email.

You will be responsible for developing a deep understanding of client systems and business processes, ensuring that service delivery meets or exceeds established service level targets for ticket logging, resolution, and progression of IT-related requests and incidents.

Experience and Personal Qualities

Excellent English communication skills with proven experience in voice support.

3+ years of experience in Technical Voice Support or Service Desk.

Ability to handle phone calls and emails promptly, efficiently, and empathetically to ensure a positive customer experience.

Knowledge in the Healthcare domain is an advantage.

Willingness to work 24/7 shifts (rotating schedule).

Basic understanding of On-premise and Azure Active Directory.

Strong knowledge of computers, networks, and excellent familiarity with Windows 10–11, Office 365, and Microsoft products.

Understanding of MFA (Multi-Factor Authentication) and Intune.

Good understanding of ITSM tools, especially ServiceNow.

Flexibility to take on additional tasks as directed by the Team Lead.