Service Desk Assistant

• Serve as the first point of contact for enterprise customers, handling daily incidents/service requests with adherence to ITIL best practices and SLA commitments.
• Create and own the Trouble Tickets until resolution
• Coordinate resolution of customers’ escalations and escalate to the concerned team for any non-standard incidents
• Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary.
• Ensure conduct of behavior and representation of du values at all the times.
• Work collaboratively with the team to ensure company image and brand values are illustrated at all the times
• Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.
• Prepare and maintain operational documentation related to incidents, access control, and standard procedures

Desired Candidate Profile

• High school diploma or equivalent; associate's or bachelor's degree in IT or a related field is a plus.
• Possession of ITIL Foundation certification demonstrates a foundational understanding of IT service management best practices.
• Minimum of 1-2 years of experience in a technical support or service desk environment, preferably within the financial services industry.
• Proficiency in troubleshooting common operating systems (Windows, macOS) and standard office productivity suites (e.g., Microsoft .

Skills ITIL SLA incident management