Service Desk  

Role Responsibilities:

A. Incident & Service Request Management

• Act as the Single Point of Contact (SPOC) for IT-related incidents and service requests.
• Receive, record, categorize, prioritize, and track tickets through the ITSM system.
• Provide first-level troubleshooting and resolution.
• Escalate unresolved issues to the appropriate technical support teams (Level 2/Level 3).
• Monitor ticket progress to ensure SLA compliance.

B. End-User Technical Support

• Provide technical assistance for hardware, software, applications, and network connectivity.
• Support Microsoft 365, Outlook, Teams, VPN, and other corporate applications.
• Assist users with account access, password resets, and basic IT security issues.
• Deliver remote and onsite technical support when required.

C. Service Quality & User Satisfaction

• Ensure timely and professional communication with end users.
• Provide regular updates on incident and service request status.
• Maintain high Customer Satisfaction (CSAT) scores.
• Identify recurring issues and recommend service improvements.

D. Documentation & Reporting

• Maintain accurate ticket records and troubleshooting documentation.
• Develop and update knowledge base articles and standard operating procedures (SOPs).
• Prepare daily, weekly, and monthly service desk performance reports.
• Support continuous improvement initiatives.

E. IT Governance & Compliance

• Follow established IT policies, procedures, and security standards.
• Ensure compliance with ITIL-based service management practices.
• Support IT audits and operational compliance requirements.

Role Requirements:

• Good understanding of IT Service Management (ITSM) and ITIL fundamentals.
• Knowledge of Windows OS, Microsoft 365, basic networking, and IT troubleshooting.
• Familiarity with ticketing systems (ServiceNow, Jira, ManageEngine, or equivalent).
• Strong communication, analytical, and problem-solving skills.
• Customer-oriented mindset with a strong sense of ownership.
• Ability to work collaboratively in a fast-paced environment.

Skill Set Requirements:

• Good knowledge of Windows Operating Systems and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Excel &a PowerBI
• Basic understanding of IT infrastructure, networking (LAN, WAN, VPN, TCP/IP, DNS, DHCP), and connectivity troubleshooting.
• Familiarity with IT Service Management (ITSM) tools and ticketing systems.
• Understanding of ITIL Framework, Incident Management, Service Request Management, and SLA.
• Ability to troubleshoot hardware, software, printers, and end-user devices.
• Basic knowledge of Active Directory, user account management, and access permissions.
• Understanding of IT security policies and data protection practices.
• Ability to prepare technical documentation and operational reports.