SERVICE DESK-SERVICE DESK

As a Service Desk Associate, you will be the primary point of contact for end-users, offering technical support and resolving a range of IT-related issues. Your role is crucial in maintaining efficient and effective IT operations, ensuring our users receive timely and professional assistance.

• Act as the SPOC for end-user IT support, ensuring a prompt response to all queries.
• Log and manage incidents and service requests through our ITSM tool, maintaining accurate records.
• Provide first-line technical support for hardware, software, and network issues, offering quick resolutions.
• Diagnose and resolve Windows OS, Microsoft 365, and VPN-related problems, ensuring a smooth user experience.
• Perform user account administration, including password resets and access management.
• Escalate complex incidents to the appropriate teams, maintaining ownership and regular updates.
• Monitor ticket queues to ensure timely updates and SLA adherence.
• Contribute to knowledge base articles, enhancing our internal resources.
• Follow ITIL processes, including Incident, Service Request, Problem, and Change Management.
• Deliver exceptional customer service, ensuring high levels of user satisfaction.
• 1 to 7 years of experience in an L1 Technical Service Desk or IT Helpdesk role is essential.
• ITIL V3 Foundation or ITIL 4 Foundation Certification is a mandatory requirement.
• Experience in a 24x7 support environment with rotational shifts is preferred.
• Strong proficiency in ITSM tools like ServiceNow, ManageEngine, or similar platforms.
• Excellent technical skills in Windows administration, Microsoft 365 Suite, Active Directory, and VPN troubleshooting.
• Remote support tools expertise and a solid understanding of basic networking concepts.
• Strong communication skills, both verbal and written, are a must.
• A customer-centric approach and the ability to manage multiple tasks simultaneously.
• Analytical mindset with problem-solving abilities, working independently and within a team.
• Stakeholder management skills and a professional demeanor when interacting with customers.