Tasks
As a Junior Service Desk Agent, you will support MHP’s commitment to delivering outstanding IT services by acting as the first point of contact for end users. You will assist colleagues and customers with technical issues and service requests, ensuring efficient resolution, clear communication, and a high level of customer satisfaction. Through collaboration with our global team, continuous learning, and a service-oriented mindset, you will contribute to maintaining reliable IT operations while developing your technical and professional skills in a dynamic international environment.
Key Responsibilities
- Serving as the first point of contact for customers seeking technical assistance over the phone, support portal or email
- Identifying and assessing customers’ needs
- Support for basic customer issues and requests related to IT systems and applications
- Escalate service requests that cannot be scheduled within agreed service levels
- Improve customer service, perception, and satisfaction
- Maintain the Knowledge Base information
Important:
- Capability to work PM shift (1:30 pm to 10:00 pm, Monday through Friday)
Qualifications
Qualifications
- Proven experience in IT support, Service Desk, Technical Support or Customer Support
- Good understanding of IT concepts (i.e. email, ︈︍︍︇︈︆︁︁AD, OS, Mobile devices etc.)
- Excellent Communication Skills: You will be listening and speaking to people by phone, often in some state of distress. Your ability to listen, speak plainly, and communicate effectively will be necessary
- Problem-solving skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situations
- Customer-oriented and cool-tempered
- Ability to work in a team and communicate effectively