Service Desk Associate

1. Incident & Service Request Management

• Serve as the primary point of contact for employees requiring IT support.
• Receive, log, categorize, prioritize, and assign incidents and service requests using the approved ITSM tool.
• Perform first-level troubleshooting and issue diagnosis.
• Resolve basic incidents and requests within established procedures.
• Escalate unresolved or complex issues to Infrastructure, Application Support, IT Security, vendors, or external providers when necessary.
• Monitor assigned tickets until closure.
• Provide timely updates to end users regarding ticket status and resolution progress.
• Ensure adherence to established Service Level Agreements (SLAs).

2. End-User Support & Customer Experience

• Provide professional and customer-focused IT support services.
• Assist users with hardware, software, access, and general IT-related concerns.
• Guide users in utilizing approved IT support channels and procedures.
• Support employee onboarding activities including basic IT orientation and account setup coordination.
• Maintain a positive customer service experience and professional communication at all times.

3. IT Service Management Practices

• Support ITIL-aligned service management processes including:

  • Incident Management
  • Service Request Management
  • Knowledge Management
  • Change Enablement Support
  • Service Level Management

• Ensure incidents and requests are properly documented and categorized.

• Assist in collecting information required for Problem Management and Root Cause Analysis activities.

• Follow established escalation procedures for major incidents and critical issues.

4. Knowledge Management & Documentation

• Create and maintain support documentation, work instructions, and knowledge articles.
• Document common issues and resolutions to support knowledge sharing.
• Ensure ticket updates and resolution notes are complete and accurate.
• Support knowledge base maintenance initiatives.