IT Helpdesk/Call centre agent

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles. • Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems. • Monitor security events, server/network availability, and system performance. • Perform password resets and account unlocks. • Log, manage, and escalate incidents to the appropriate Resolver Teams. • Maintain accurate records in the Service Management System. • Provide timely updates and ensure cases are resolved within SLA. • Follow Standard Operating Procedures (SOPs) and perform daily operational tasks. Requirements: • High school diploma or equivalent. • IT support experience or knowledge is an advantage. • Willing to work 12-hour rotating shifts.