Service Desk Agent

Role & responsibilities

• Handle incidents, service requests, and queries via phone, email, chat, and ticketing tools.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, VPN, printers, and common enterprise

applications.

• Manage user accounts, password resets, and access requests through Active Directory and

related systems.

• Meet SLA targets for ticket response and resolution.
• Perform ticket categorization, prioritization, escalation, and documentation.
• Provide remote support to global users.
• Create and maintain knowledge base articles.
• Coordinate with infrastructure, network, and application teams for issue resolution