IT Service Desk Agent

IT Service Desk Agent Job Description Template

Our company is looking for a IT Service Desk Agent to join our team.


  • Ensure compliance with organisation policies, procedures and work instructions;
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents;
  • Responsible for update and maintenance of accurate internal work instructions and processes;
  • To manage and safeguard the confidentiality, integrity and availability of company and customer information;
  • To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk;
  • Handling VIP support calls in a professional manner;
  • To take ownership of problems and be proactive when dealing with all issues;
  • Responsible for Software License Management including the ordering and distribution of software;
  • Liaison with third party suppliers as required;
  • Adhere to all service management principles, including the company’s software licensing processes.


  • Keen interest in IT;
  • Logical;
  • Patience;
  • Flexible – ability to work a 24*7*365 shift with potential requirements for shift change at short notice;
  • Attention to detail;
  • Excellent customer service skills both face-to-face and over the telephone;
  • Relentless focus on improving processes;
  • Professional Image;
  • Effective interpersonal and relationship-building skills;
  • Customer Centric;
  • ability to prioritise;
  • Strong oral and written communication skills;
  • Enthusiastic.