IT Service Desk Agent

About the role

The IT Service Desk Agent provides first‑line support to professional end‑users, ensuring tickets are resolved quickly and in line with the IT Operation Model. The role combines hardware and software troubleshooting, equipment maintenance on the shop floor, and collaboration with multiple IT functional teams.

Key responsibilities

• Provide end‑user support for Dell laptops, desktops, workstations and Ricoh printers, handling tickets according to priority and SLA.
• Install, configure and maintain devices (PXE boot, SCCM deployment, wireless connectivity, Samsung & Apple devices, Zebra printers and scanners, tablets).
• Perform preventive and corrective maintenance on shop‑floor equipment, including mobile Zebra printers and network configuration.
• Support standard BRP applications via SCCM and manage Google Workspace and Microsoft Office suites.
• Conduct weekly backup/restore tasks, schedule preventive maintenance, and document asset status in the AM database.
• Collaborate with other IT towers to accelerate incident resolution and report progress or escalations.
• Ensure a safe working environment and adhere to BRP values and safety policies.

Required profile

• Bachelor’s degree in Information Technology or related field.
• At least 3 years of experience in computer hardware/software support.
• Strong analytical mindset with problem‑solving abilities.
• Ability to work effectively in multi‑functional teams and on a manufacturing shop‑floor.

Required skills

• Computer troubleshooting (hardware and software).
• Microsoft Office suite.
• Google Workspace and Google Meet.
• Wireless networking configuration.
• Experience with Dell devices and Ricoh printers.
• Zebra printers and scanners maintenance.
• SCCM deployment and PXE boot.
• Mobisys software configuration.