Service Desk

Service Desk

• Manage and resolve incoming service requests and incidents through the ticketing system, ensuring timely and effective solutions.
• Provide remote support for various operating systems, including Windows and Mac, to troubleshoot and resolve technical issues.
• Coordinate installation and configuration of hardware and software as per client requirements.
• Ensure adherence to Service Level Agreements (SLAs) by monitoring ticket resolution times and escalating issues when necessary.
• Maintain accurate documentation of service requests, resolutions, and knowledge base articles to enhance team efficiency.
• Collaborate with cross-functional teams to improve service delivery processes and enhance customer satisfaction.
• Participate in regular training sessions to stay updated on the latest ITSM tools and technologies.
• Contribute to continuous improvement initiatives within the service desk operations.
  

Qualifications

• A minimum of 5 years and a maximum of 9 years of experience in a service desk or IT support role.
• Proficiency in ticketing systems and IT service management (ITSM) frameworks.
• Strong troubleshooting skills with a solid understanding of operating systems, particularly Windows and Mac.
• Excellent communication and interpersonal skills to effectively interact with clients and team members.
• Ability to work in a rotating schedule and adapt to changing priorities in a fast-paced environment.
• Demonstrated ability to work independently as well as part of a team.
• Relevant certifications in ITIL or other IT service management frameworks are a plus.