Junior Service Desk Agent

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.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, support portal, or email
• Identify and assess customers' needs
• Provide 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

Requirements

• Proven experience in IT support, Service Desk, Technical Support, or Customer Support
• Good understanding of IT concepts (e.g., email, AD, OS, Mobile devices)
• Excellent Communication Skills: listening and speaking to people by phone, often in some state of distress
• Problem-solving skills: ability to diagnose and resolve basic technical issues
• Customer-oriented and cool-tempered
• Ability to work in a team and communicate effectively

Working Hours

• Capability to work PM shift (1:30 pm to 10:00 pm, Monday through Friday)

What you can expect:

• Respect and recognition – valuing individuality, supporting one another, and celebrating shared success
• A culture of innovation – welcoming new ideas and fresh perspectives
• Opportunities to grow – expanding expertise, taking on more responsibility, and evolving with your role