ISS Service Desk and Devices Support Agent

Overview

The ISS Service Desk & Devices Support Agent provides comprehensive IT support across endpoint management and service desk operations. The role combines technical expertise in device lifecycle management with strong customer service skills for first‑ and second‑level support. The position ensures efficient resolution of incidents, proactive maintenance of devices, and adherence to SLAs while promoting innovation and continuous improvement in IT support processes.

Responsibilities

• Provide first‑ and second‑level support for hardware and software issues via phone, chat, and ITSM tools.
• Monitor and manage ticket queues, ensuring timely resolution within SLA.
• Serve as primary communication point for end users, providing updates and ensuring customer satisfaction.
• Monitor the IT Infrastructure Monitoring Platform and escalate alerts as needed.
• Document standards and SOPs for IT Support in the Knowledge Manageme...