Service Desk / Call Centre Agent

Respond to the incoming inquiries/incidents/requests/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles) 1st-level troubleshooting of unsupported systems, i.e., Workplace, Server, and Network;Microsoft 365; Secure Access Service Edge; Point of Sale Security event monitoring Server and network availability and performance monitoring Password reset and unlock Perform log & route [to higher tier or Resolver Team(s)]

• Record and manage all transactions/cases in the Service Management System
• Broadcast notifications to the relevant parties
• Provide timely status updates and follow up on cases escalated until closure within the service. level agreement.
• Ensure daily tasks are executed according to the Standard Operation Procedure.

Job Requirements: High school diploma or equivalent Experience/knowledge in IT support will be a major plus. 12 hours rotating shift