Service Desk Agent

Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.

Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.

Monitor security events, server/network availability, and system performance.

Perform password resets and account unlocks.

Log, manage, and escalate incidents to the appropriate Resolver Teams.

Maintain accurate records in the Service Management System.

Provide timely updates and ensure cases are resolved within SLA.

Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Requirements High school diploma or equivalent.

IT support experience or knowledge is an advantage.

Willing to work 12-hour rotating shifts.