**Help Desk Agent Job Description** **Job Objective**: Provide technical support and assistance to end-users, acting as the first point of contact for IT-related queries and issues. This role is crucial in ensuring the proper functioning of computer systems, software, hardware, and network infrastructure by delivering efficient solutions and high-quality customer service. **Educational Requirements**: - High school diploma or equivalent (technical certification or relevant degree preferred). - Technical or university studies in Information Technology (in progress or completed). - Experience in a Help Desk, Technical Support, or Customer Service role. **Primary Responsibilities**: - Diagnose and resolve hardware and software issues; escalate complex cases. - Document support interactions and solutions in the ticketing system. - Contribute to the creation and updating of knowledge base articles. **Skills and Competencies**: - Excellent communication and customer service skills. - Ability to prioritize tasks and work under pressure. - Problem-solving skills, both independently and as part of a team. - Familiarity with remote support tools and techniques. - Willingness to learn new technologies and adapt to dynamic environments. **Required Experience**: - Resolving common hardware and software issues. - Previous work in technical support or Help Desk. - Configuring and maintaining user accounts. - Using ticketing systems and remote support tools. - Documenting and tracking support activities. **Other**: - Intermediate-Upper Intermediate English level (B2) required - This position requires proactivity, a customer-focused approach, and a commitment to continuous improvement in a fast-paced environment.