We are looking for a Service Desk Agent with excellent English communication skills and hands-on experience in Service Desk support and Active Directory. The ideal candidate will provide high-quality technical support to customers through phone, chat, and email in a 24/7 rotating shift environment.

Key Responsibilities

Act as the first point of contact for customers reporting IT issues or requesting access and support

Provide technical support via phone, chat, and email with a strong focus on customer satisfaction

Log, track, and resolve incidents and service requests using ServiceNow or similar ITSM tools

Ensure tickets are handled within SLA targets and escalated when required

Support and troubleshoot issues related to Windows 10/11, Office 365, and Microsoft products

Perform basic user and access management in Active Directory (on-prem and Azure AD)

Support MFA, Intune, and basic network-related issues

Develop a good understanding of client systems and business processes

Work collaboratively in a team providing 24/7 rotational support, including weekends

Take on additional tasks as assigned by the Team Lead or Manager

Required Skills & Experience

Excellent English communication skills (spoken and written)

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

Strong experience handling voice-based support

Good customer service skills with a professional and empathetic approach

Hands-on experience with ServiceNow or other ITSM tools

Basic understanding of Windows OS, Office 365, and networking concepts

Working knowledge of Active Directory, Azure AD, MFA, and Intune

Willingness to work in 24/7 rotating shifts, including weekends