First-Level Service Support Agent

Description

Job Summary: First-level technical support professional with experience in end-user IT support and familiarity with ITIL processes. Key Highlights: 1. First-level support for ICT services 2. Experience in HelpDesk/Service Desk or technical support 3. Knowledge of ITIL processes **Description:** **Education:** Completed high school. **Certifications:** ITIL v3 or higher certification, or completion certificate for an ITIL v3 course (minimum 20 hours). Completion certificate for a Microsoft Windows 10 or higher course (minimum 40 hours). Completion certificate(s) for Microsoft Office 365 courses covering Word, Excel, and PowerPoint (minimum 60 hours). **Experience:** Experience in end-user support within the scope of Information Technology, including HelpDesk or Service Desk centers, or technical IT support. Provide first-level support to users of the CONTRACTOR's ICT services. Perform LOW-COMPLEXITY activities related to supporting the CONTRACTOR's ICT services, especially those associated with the following ITIL processes and functions: Service Desk Incident Management Request Fulfillment Problem Management Knowledge Management 25112302024625518