SERVICE DESK-SERVICE DESK

• Act as the first point of contact for end users by logging, categorizing, prioritizing, and resolving service requests and incidents related to IT systems, applications, hardware, and network connectivity in line with defined SLAs.


• Provide timely technical support through multiple channels such as phone, email, chat, or ticketing systems, ensuring clear communication, accurate troubleshooting, and effective issue resolution.


• Monitor, track, and escalate unresolved or complex incidents to appropriate support teams while maintaining ownership and following up until closure to ensure user satisfaction.


• Maintain accurate documentation of incidents, service requests, solutions, and standard operating procedures to support knowledge management and continuous service improvement.


• Support user account management activities including password resets, access provisioning, and basic identity management while adhering to security and compliance guidelines.


• Contribute to service improvement initiatives by analyzing recurring issues, identifying root causes, and recommending process enhancements to improve service desk efficiency and user experience.

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