About The Company

Movate is a leading global provider of innovative business process outsourcing and IT support services. Committed to delivering exceptional customer experiences, Movate leverages cutting-edge technology and a customer-centric approach to help organizations optimize their operations. With a focus on digital transformation, the company serves a diverse range of industries, including technology, healthcare, retail, and financial services.

Movate prides itself on fostering a dynamic and inclusive work environment that encourages continuous learning and professional growth. Its dedication to excellence and innovation positions it as a trusted partner for businesses seeking reliable and scalable support solutions.

About The Role

We are seeking a dedicated Service Desk Agent (L1/L2 Support) to join our IT Support team at Movate. In this role, you will be the first point of contact for end users seeking technical assistance. Your primary responsibilities will include handling incidents, resolving service requests, and providing support for Microsoft 365 applications.

You will ensure a seamless end-user experience by troubleshooting hardware and software issues, managing tickets efficiently, and escalating complex problems to higher support levels when necessary. This position offers an excellent opportunity for professionals with a passion for IT support and customer service to grow within a dynamic organization. The role requires rotational shifts to ensure 24x7 support coverage, emphasizing flexibility and teamwork.

Qualifications The ideal candidate will possess a Bachelor's Degree or Diploma in IT, Computer Science, or a related field.



Candidates should have 2–4 years of relevant experience in Service Desk, IT Support, Helpdesk, or Technical Support roles.

Experience with ticketing tools such as ServiceNow, Jira, Remedy, or Freshservice is essential. A strong understanding of Windows Operating Systems and hands-on experience with Microsoft 365 applications like Outlook, Teams, and OneDrive are required. Basic knowledge of Active Directory user administration and familiarity with ITIL Foundation principles will be advantageous.

Candidates must demonstrate excellent troubleshooting, analytical, and communication skills in English, both verbal and written.

Responsibilities

- Provide first-level IT support via phone, email, and chat channels, ensuring prompt and effective resolution of user issues.
- Log, categorize, prioritize, and resolve incidents and service requests in accordance with established SLAs.
- Troubleshoot common hardware and software problems, including Windows OS, desktops, laptops, printers, and peripheral devices.
- Support and maintain Microsoft 365 applications such as Outlook, Teams, and OneDrive, assisting users with setup, configuration, and troubleshooting.
- Perform password resets, account unlocks,



and basic Active Directory administration tasks to support user account management.
- Maintain accurate and detailed ticket documentation, ensuring all actions are recorded for future reference and compliance.
- Escalate unresolved or complex issues to L2 or L3 support teams, ensuring timely resolution.
- Contribute to the creation and updating of knowledge base articles and participate in process improvement initiatives to enhance support quality.

Benefits At Movate, we offer a comprehensive benefits package designed to support your professional and personal growth. Employees are entitled to market-competitive salary packages, performance-based incentives, and health insurance coverage. We promote a healthy work-life balance through flexible shift schedules and a supportive work environment. Additional perks include opportunities for ongoing training and certification, career advancement pathways, and a collaborative company culture that values diversity and inclusion. Join us and be part of a forward-thinking organization that invests in its employees’ success and well-being.

Equal Opportunity

Movate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other protected characteristic.

We believe that a diverse workforce enhances our ability to serve our clients effectively and fosters innovation within our organization. All qualified candidates are encouraged to apply and will be considered based on merit and qualifications.

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