Service Desk-Service Desk

As a Service Desk Associate, you will be the primary point of contact for end-users, offering technical support and resolving a range of IT-related issues.

Your role

is crucial in maintaining efficient and effective IT operations, ensuring our users receive timely and professional assistance. Act as the SPOC for end-user IT support, ensuring a prompt response to all queries. Log and manage incidents and service requests through our ITSM tool, maintaining accurate records. Provide first-line technical support for hardware, software, and network issues, offering quick resolutions.

Diagnose and resolve Windows OS, Microsoft 365, and VPN-related problems, ensuring a smooth user experience. Perform user account administration, including password resets and access management. Escalate complex incidents to the appropriate teams, maintaining ownership and regular updates. Monitor ticket queues to ensure timely updates and SLA adherence.

Contribute to knowledge base articles, enhancing our internal resources. Follow ITIL processes, including Incident, Service Request, Problem, and Change Management. Deliver exceptional customer service, ensuring high levels of user satisfaction. 1 to 7 years of experience in an L1 Technical Service Desk or IT Helpdesk role is essential.

ITIL V3 Foundation or ITIL 4 Foundation Certification is a mandatory requirement. Experience in a 24x7 support environment with rotational shifts is preferred. Strong proficiency in ITSM tools like ServiceNow, ManageEngine, or similar platforms. Excellent technical skills in Windows administration, Microsoft 365 Suite, Active Directory, and VPN troubleshooting.

Remote support tools expertise and a solid understanding of basic networking concepts. Strong communication skills, both verbal and written, are a must. A customer-centric approach and the ability to manage multiple tasks simultaneously. Analytical mindset with problem-solving abilities, working independently and within a team.

Stakeholder management skills and a professional demeanor when interacting with customers.