Service Desk
3 weeks ago
- Provide first and second-level technical support to end-users via phone, email, and remote assistance tools.
- Troubleshoot and resolve hardware, software, network, and application-related issues within defined SLAs.
- Log, track, and manage incidents, service requests, and problem tickets in the ITSM tool.
- Escalate complex technical issues to higher support tiers or specialized teams when necessary.
- Maintain documentation of incidents, resolutions, and technical procedures.
- Install, configure, and upgrade operating systems, applications, and IT equipment.
- Ensure user account management, password resets, and access control in line with security policies.
- Support end-users in using collaboration tools, VPN, email, and enterprise applications.
- Monitor system performance and proactively address recurring technical issues.
- Collaborate with IT teams to implement preventive measures and improve service quality.
Requirements:
- 3 to 7 years of experience in service desk or technical support roles.
- Proficiency in troubleshooting Windows/Mac OS, MS Office, networking, and IT hardware.
- Familiarity with ITIL processes and incident management tools (e.g., ServiceNow, Remedy, Jira).
- Strong problem-solving skills and customer-oriented approach.
- Excellent verbal and written communication skills.
- Ability to work in shifts and handle high-volume support environments.
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