Service Desk

Key Responsibilities

• Evaluate, classify, prioritize, and manage reported service requests and incidents using the organization’s CRM and ticketing system.
• Receive, document, and process service requests and incidents received through various communication channels, including phone calls, email, SMS, and other approved channels.
• Manage multiple incidents and critical issues while ensuring appropriate escalation, notification, and advisory communications are released in accordance with approved Service Level Agreements (SLAs).
• Verify customer and user information and create accurate tickets containing complete incident or service request details. Provide timely updates and feedback regarding the status and resolution of requests.
• Verify and regularly update customer information in the system, including contact details, department, and exact office or site location, prior to creating tickets.
• Escalate incidents and service requests to appropriate problem-resolution teams, vendors, support groups, or contractors when necessary, and provide users with timely status updates.
• Gather and analyze information about reported issues through user interviews, coordination with relevant teams, research, and diagnostic procedures to identify and determine the cause of errors or problems.
• Log, monitor, and track calls, incidents, and service requests using the ticketing and problem management systems, ensuring that complete history records and relevant documentation are maintained.
• Monitor and record the progress, status, and resolution of assigned cases to ensure compliance with committed service levels and SLAs.
• Efficiently manage and close tickets across different support tiers, ensuring proper documentation and resolution before closure.
• Provide first- and second-level technical support for hardware, software, and Local Area Network (LAN) connectivity issues, including user access, system configuration, and component configuration.
• Identify recurring or complex issues and assist in problem identification and analysis to support preventive and permanent resolutions.
• Prepare and maintain accurate reports and records of computer hardware and software inventories by site and system, user lists, user accounts, security access, software and site/server licensing, and other IT asset and access information.
• Ensure that all tickets, incidents, service requests, escalations, and resolutions are properly documented in accordance with established processes and service desk standards.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 6 months of experience in a related industry or position.
• Hardworking, proactive, and self-motivated.
• Demonstrates initiative and a strong sense of responsibility.
• Diligent, organized, and detail-oriented.
• Able to work effectively under pressure and handle urgent requests.
• Willing to render overtime when required.
• Willing to work on a shifting schedule.