Service Desk Associate

Responsibilities:

• First-Line Support:

  Act as the initial point of contact for users experiencing IT issues via phone, email, chat, or self-service portal.

• Incident Management:

  Log, categorize, prioritize, and track all incoming incidents and service requests in the IT Service Management (ITSM) system.

• Troubleshooting & Resolution:

  Diagnose and resolve common hardware, software, network, and system-related issues (e.g., password resets, account unlocks, printer issues, basic network connectivity, common application errors).

• Escalation:

  Escalate unresolved or complex issues to the appropriate Tier 2/3 support teams (e.g., Desktop Support, Network Team, Application Support) with detailed and accurate information.

• Communication:

  Provide clear, concise, and timely communication to users regarding the status of their requests, estimated resolution times, and solutions.

• Knowledge Management:

  Utilize and contribute to the knowledge base by creating and updating articles, troubleshooting guides, and FAQs for common issues.

• Documentation:

  Maintain accurate and comprehensive records of all interactions, troubleshooting steps, and resolutions in the ITSM system.

• Service Level Agreement (SLA) Adherence:

  Ensure incidents and service requests are handled within agreed-upon service level agreements (SLAs).

• Customer Service:

  Deliver excellent customer service, demonstrating patience, empathy, and a professional demeanor, even in challenging situations.

• Hardware/Software Provisioning (Basic):

  Assist with basic setup and configuration of desktops, laptops, mobile devices, and common software applications.