Service Desk Agent (IT Support)

Job description

The Service Desk Agent serves as the first point of contact for customers seeking technical assistance over the phone, email, or through the service desk portal. The role involves diagnosing and resolving technical issues, escalating problems to higher support tiers when necessary, and providing excellent customer service.

Key Responsibilities:

Incident Management:

1. Respond to service requests and incidents reported by users via phone, email, or service desk portal.
2. Diagnose and troubleshoot hardware and software issues.
3. Log all incidents and service requests accurately in the ticketing system.
4. Escalate complex issues to higher-level support teams as needed.

Customer Support:

1. Provide timely and effective customer service to end-users.
2. Communicate clearly with users to understand their technical issues.
3. Offer guidance on resolving routine technical problems and provide training on using systems and applications.

Problem Resolution:

1. Follow standard operating procedures to resolve common technical problems.
2. Implement temporary or permanent fixes to restore service to users as quickly as possible.
3. Monitor and follow up on pending issues to ensure timely resolution.

Documentation:

1. Maintain accurate and detailed records of all incidents and service requests.
2. Update and maintain knowledge base articles and troubleshooting guides.
3. Document new solutions and workarounds for common technical problems.

Collaboration:

1. Work closely with other IT team members to ensure effective resolution of user issues.
2. Participate in team meetings and contribute to continuous improvement initiatives.
3. Share knowledge and best practices with colleagues to improve overall team performance.

Site Visits/Travel:

1. Perform site visits to remote sites to perform the needed changes on our infrastructure.

Your skills and experience

• University degree in Information Technology, Computer Science, or related field is a plus.
• Experience: 0-1 Years in similar position.
• Good communication skills in English.
• Proficiency with common operating systems, client software, and office software.
• Good knowledge in networking: Being able to understand the different types of network equipment and protocols and troubleshoot network issues effectively.
• Familiarity with remote desktop applications and help desk software.
• Curious about technology and a self-learner.

Why you'll love working here

We are looking for entrepreneurs, techies, passionate, eager to learn, humble, with a positive attitude and a high level of integrity People. Flexible and willing to take challenges, work and live in coffee-producing countries, People who want to build expertise and a career in the coffee business and are ready to go the extra mile.

We offer within our pleasant family environment, great opportunities to learn and grow, we offer challenges and exposure to multicultural environments, on-merit base compensation, and free coffee around the clock!