Help Desk Agent 611445


Help Desk Agent 611445
Full Time
Tel Aviv

The Help Desk Agent is the first point of contact for the users support with desktop, telephony, networking and Business applications. IT Agents are responsible to resolve level 1 IT requests in a timely fashion, and escalate Level 2 and 3 IT requests. Agent will be required to work on staggered shift of (+/- 3 hours) from core local business hours when required by the business.

Key duties and responsibilities

Serve as the single point of contact for end User support

Respond to IT requests from all emails, portal, and telephone within the agreed targets

Track requests in a ticketing system

Escalate tickets to other teams or external IT suppliers

Follow standard operating procedures(SOPs) for incident management;

Provide basic PC installations and configuration tasks;

Provide on site support when required

Experience and skills

2-3 years experience in IT support

IT certification (Comptia, A+, Server +, Network +, MCP in Windows 7/8/10);

Professional Level English

Experience with documentation and improving SOPs and other process documents;

Good customer focus, and excellent time-keeping is a key requirement of the role;

ITIL experience (advantage)

Experience with Office 365

Basic Networking experience (advantage)

Please send CVs to [email protected]


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