Job Summary
• Responding to and logging requests and incidents reported by users via phone, email, or ticketing system. • Diagnosing and resolving technical hardware and software issues. • Escalating complex problems to higher-level IT staff or external vendors when necessary. • Providing users with guidance and training on various software and hardware systems. • Maintaining up-to-date knowledge of IT systems, applications, and services used within the organization. • Documenting all incidents, requests, and changes in the ticketing system accurately and promptly. • Following up with users to ensure issues are fully resolved and to gather feedback on service quality. • Participating in the development and implementation of IT policies and procedures. • Contributing to continuous improvement initiatives within the IT department. • The role necessitates operating in a 24/7 setting with rotating shifts, including mornings, evenings, and nights.
Key Responsibilities
High school diploma or equivalent; associate’s or bachelor’s degree in IT-related field preferred. • Minimum of 3-5 years of experience in a technical support or customer service role. • Strong knowledge of computer hardware, software, and operating systems. • Proficiency in troubleshooting MS Office, VPN, Wi-Fi, and printer issues. • Experience with ITSM tools, particularly ServiceNow. • Excellent problem-solving and analytical skills. • Exceptional communication and interpersonal skills. • Ability to work effectively in a team-oriented environment. • Strong organizational and time-management skills. • Ability to handle stressful situations and remain calm under pressure.
Skill Requirements
Service Desk Agent is the first point of contact for all IT-related issues and requests within the organization. This role is responsible for providing excellent customer service, resolving technical problems, and ensuring the smooth operation of IT systems. The primary aim is to minimize downtime and maximize user productivity by promptly addressing and resolving user inquiries and issues.