Service Desk UK

3 weeks ago

Hyderabad, India HTC Global Services Full time

Service Desk Agent (24x7)

Responsibilities:

  • Act as the first point of contact for users reporting IT issues or requesting services.
  • Log, categorize, and prioritize incidents and service requests in the ITSM tools.
  • Troubleshoot and resolve technical issues related to hardware, software, networks, and user accounts.
  • Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
  • Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
  • Ensure accurate documentation of all user interactions and solutions provided.
  • Follow ITIL-aligned processes such as Incident Management, Request Fulfillment, and Access Management.
  • Maintain awareness of service desk procedures, SLAs, and support protocols.
  • Participate in shift-based rotations to ensure 24x7 coverage where required.
  • Provide excellent customer service and maintain a high level of user satisfaction.
  • Assist in identifying recurring issues and contribute to knowledge base updates.

Experience:

  • 13 years of experience in an IT support/help desk environment.
  • Exposure to a ticketing system (e.g., ServiceNow, Remedy).
  • Experience supporting end-users remotely in a fast-paced environment.

Education:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • Equivalent work experience may be considered in lieu of formal education.

Skills:

  • Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
  • Excellent troubleshooting and problem-solving abilities.
  • Strong verbal and written communication skills.
  • Ability to multitask and handle a high volume of support requests.
  • Customer-focused attitude with a calm and patient demeanor.

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