Alpha BPO is seeking a proactive and customer-focused IT Service Desk Agent to provide first-line technical support to employees across onsite and remote operations. The successful candidate will be responsible for troubleshooting IT issues, supporting end users, maintaining accurate service desk records, and ensuring timely resolution or escalation of incidents in line with business requirements and SLAs. Key Responsibilities Provide first-line IT support to onsite and remote employees. Log, categorise, prioritise, troubleshoot, and document service desk incidents and requests. Escalate unresolved issues in accordance with SLA requirements and business impact. Support Windows devices, Microsoft 365 applications, user accounts, peripherals, printers, and connectivity issues. Perform software installations, device configurations, and endpoint onboarding/offboarding. Maintain accurate ticket updates, asset records, and shift handover documentation. Adhere to IT security policies, standard operating procedures, and change control processes. Deliver professional and efficient customer service to end users. Minimum Requirements Qualifications ICT Diploma or Degree, OR CompTIA A+ and Network+ certifications (completed or equivalent demonstrable knowledge). Experience 1-2 years' experience in an IT Service Desk, Desktop Support, or similar IT support environment. Internship, apprenticeship, or practical laboratory experience will be considered. Experience troubleshooting: Desktop and laptop hardware Printers and peripheral devices User accounts and access issues Common business applications Exposure to ticket logging systems and customer-facing support environments is advantageous. Other Important Attributes: Clear written and verbal communication, professionalism and patience when supporting end users. Reliable shift attendance, punctuality, ownership of tickets and timely updates to users and stakeholders. Logical troubleshooting, willingness to learn, confidentiality and adherence to security procedures. Ability to work independently and within a team, prioritise business-critical incidents and escalate when needed.