Job Summary
The Senior Service Desk Agent serves as the primary point of contact for end-user IT support while providing advanced troubleshooting, ticket management, and operational guidance to the Service Desk team. The role ensures timely resolution of incidents, adherence to SLA targets, high customer satisfaction, and continuous service improvement initiatives.
Incident & Request Management Act as the first point of contact for users via phone, email, chat, and self-service portals. Log, classify, prioritize, and resolve incidents and service requests accurately. Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues. Monitor ticket queues to ensure SLA compliance and timely resolution. Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure. Handle Major Incident communications and business escalations when required. [Employee C...1 agent JD | Word], [🚨 Hiring...proactive | Viva Engage], [Incident M...escription | Word] Technical Support Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms. Perform password resets, account unlocks, software installations, and permission management. Diagnose network connectivity, printer, and endpoint-related issues. Utilize ITSM tools such as ServiceNow for ticket management and reporting. [Service_De...quirements | Word], [🚨 Hiring
Key Responsibilities
The Senior Service Desk Agent serves as the primary point of contact for end-user IT support while providing advanced troubleshooting, ticket management, and operational guidance to the Service Desk team. The role ensures timely resolution of incidents, adherence to SLA targets, high customer satisfaction, and continuous service improvement initiatives.
Incident & Request Management Act as the first point of contact for users via phone, email, chat, and self-service portals. Log, classify, prioritize, and resolve incidents and service requests accurately. Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues. Monitor ticket queues to ensure SLA compliance and timely resolution. Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure. Handle Major Incident communications and business escalations when required. [Employee C...1 agent JD | Word], [🚨 Hiring...proactive | Viva Engage], [Incident M...escription | Word] Technical Support Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms. Perform password resets, account unlocks, software installations, and permission management. Diagnose network connectivity, printer, and endpoint-related issues. Utilize ITSM tools such as ServiceNow for ticket management and reporting. [Service_De...quirements | Word], [🚨 Hiring
Skill Requirements
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Service Desk Operations.
4. Good Problem-Solving Skills With A Focus On Customer Service.
5. Basic Knowledge Of Networking Concepts And Troubleshooting Methodologies.
Other Requirements
2. Comptia A+ Certification (Optional But Valuable)