IT Service Desk Agent

Join Our Team at Lean Solutions Group (LSG)! Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams. At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose. Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise. Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth. Position Description

The IT Service Desk Agent serves as the primary technical point of contact for end-users seeking technical assistance and general IT inquiries. This role provides Tier 1 technical support across inbound calls, chats, and ticket management systems. Key responsibilities include triaging incoming requests, providing initial troubleshooting for software and hardware issues, logging accurate ticket documentation, and escalating complex technical issues to Tier 2 support teams when necessary. Functions

Respond promptly to incoming support calls, email requests, and chat inquiries for technical support and general IT information. Triage, categorize, and prioritize technical tickets and voice inquiries based on urgency, complexity, and operational impact. Perform first-line troubleshooting for Windows operating systems, software applications, network connectivity, and account/password resets. Walk end-users through step-by-step resolution procedures or route requests outside IT scope to the appropriate department. Create, update, and close tickets in the IT Service Management (ITSM) platform, documenting all troubleshooting steps clearly before escalating to Tier 2. Leverage knowledge base resources and scripts to resolve routine issues efficiently while suggesting updates or new articles for knowledge management. Keep end-users updated on ticket statuses and follow up to ensure high customer satisfaction. Identify recurring technical issues or system trends and flag them for further analytical review. Adhere strictly to defined Service Level Agreements (SLAs) and key performance targets. Qualifications and

Requirements

High school diploma or equivalent required; technical certifications (e.g., Comp

TIA A+) or technical coursework preferred. 1+ years of experience in a technical support, IT helpdesk, or customer service environment preferred. Basic technical understanding of Windows operating systems, Microsoft Office 365 applications, and fundamental networking troubleshooting. Familiarity with ITSM ticketing platforms (e.g., Ivanti, ServiceNow) and remote desktop assistance tools (e.g., Bomgar). Strong verbal and written English communication skills paired with active listening abilities. Customer-focused mindset with proven organizational, multitasking, and time-management skills in a high-volume setting. Technical Skills & Systems

Operating Systems & Applications: Windows OS, Microsoft Office 365, Web Browsers, Standard Productivity Tools. ITSM & Support Tools: Service Desk Ticketing Platforms (e.g., Ivanti), Remote Desktop Utilities (e.g., Bomgar). Core Technical Concepts: Account Administration, Password Resets, Basic LAN/Wi-Fi Troubleshooting, Hardware Diagnostics. Core Competencies

Tier 1 Troubleshooting & Triage: Skill in quickly diagnosing basic hardware/software problems and determining proper escalation paths. Customer Service & Communication: Ability to translate technical instructions into clear, simple steps for users of all technical skill levels. SLA Adherence & Time Management: Discipline to prioritize task queues and resolve issues within strict timeframes. Documentation Rigor: High precision in capturing detailed ticket logs, diagnostic steps, and user

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• Team Collaboration & Escalation: Effective alignment with Tier 2 specialists and internal teams to ensure seamless issue resolution.