End User Support Agent

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.