Service Desk Agent

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Position Overview

The IT&T HelpDesk Service Desk Agent plays a crucial role in providing exceptional customer support to users of the IT&T services offered by the company. This role is responsible for promptly and courteously responding to, investigating, and resolving issues raised by end users. Tasks include the installation, monitoring, and maintenance of the airport’s IT&T systems and networks. The role utilizes IT service management tools and request fulfillment processes, in line with help desk objectives, and collaborates closely with all FG IT&T level 2 Specialist teams.

About Them

Our client is committed to operational excellence and the provision of world-class IT&T support services. They strive to ensure the seamless functioning of our airport’s infrastructure through proactive monitoring and a dedicated support team. Their mission is to create a secure and reliable IT&T environment by prioritizing customer satisfaction, continuous improvement, and innovation.

Key Responsibilities

• Respond to user and customer calls as part of the IT&T Service Desk

• Register and update tickets using the ITSM tool

• Utilize the ITSM tool for incident, service request, problem, and asset management

• Ensure accurate ticket assignments and timely resolution within SLA commitments

• Provide technical information and clarifications to user and customer queries

• Perform incident investigation, analysis, and resolution both onsite and remotely

• Engage Second Level Support and system providers/manufacturers as needed

• Escalate issues in line with operational procedures

• Perform equipment/software installation, updates, and maintenance

• Monitor system and infrastructure availability through corporate tools

• Dispatch critical system notifications to relevant users and customers

• Maintain and update the IT&T knowledge base

• Prepare and submit regular activity reports

• Perform hardware asset safekeeping, reconciliation, and record-keeping

• Execute IMACD (Install, Move, Add, Change, Dispose) of IT&T assets

Special Duties

• Lead or participate in IT&T-related projects as assigned

Required Skills

• Bachelor’s degree in Information Technology, Computer Systems, or Electronics Engineering

• Minimum 3 years of professional experience in service desk environments and technical support roles

• Hands-on experience with ITSM ticketing systems

• Strong knowledge of IT software systems (databases, office applications, OS)

• Solid understanding of IT hardware systems

• Proven experience in hardware/software installation, maintenance, and troubleshooting

• Fluent in written and spoken English (native or certified at C1/C2 level)

Desired Skills

• ITIL certification

• Network/system certifications (e.g., Cisco, CompTIA, Microsoft)

What You Can Expect

At our client’s, you will be part of a high-impact team focused on supporting mission-critical IT&T infrastructure in a dynamic airport environment. They offer opportunities for career growth, participation in forward-thinking projects, and engagement with modern technologies. They promote a collaborative and inclusive workplace culture, where your expertise contributes directly to their operational success.

Reporting Structure

Reports to: IT&T HelpDesk Supervisor / IT&T Systems Infrastructure Manager
Supervises: None

General

The holder of this position must comply with internal guidelines and procedures, the Labour Charter, and applicable national/international regulations. This job description reflects core responsibilities, which may be updated by Management or HRT in response to structural changes or evolving duties.