End User Support Agent

About the job

Provide first-line technical support to employees. The role is responsible for receiving, logging, diagnosing, and resolving IT incidents and service requests while ensuring professional support and compliance with agreed Service Level Agreements (SLAs).

Duties & Responsibilities

• Serve as the first point of contact for employees requiring IT support through approved service channels.
• Receive, log, categorize, prioritize, and track incidents and service requests through the IT Service Management system.
• Diagnose and resolve common hardware, software, operating system, application, printing, network, connectivity, and peripheral issues.
• Provide remote and onsite technical support when required.
• Maintain accurate records of reported issues, troubleshooting activities, resolutions, and ticket closures.
• Monitor assigned tickets and ensure they are progressed and resolved within agreed SLAs.
• Maintain ownership of incidents until resolution or formal transfer to the appropriate technical team.
• Assess incidents based on business impact and urgency and assign the appropriate priority.
• Escalate unresolved or complex issues to the relevant technical teams.
• Identify recurring incidents and report potential problems to Service Desk management.
• Communicate with users professionally and maintain a customer-focused approach.
• Comply with IT security policies, procedures, and access-control requirements.
• Coordinate with other IT teams and external vendors when required.