Job Summary
Service Desk
Key Responsibilities
Key Responsibilities Provide first-level support to employees for IT-related queries, requests, and service issues. Act as a single point of contact and ensure a positive employee support experience throughout the request lifecycle. Handle employee interactions through available support channels such as calls, chat, email, and service tickets. Log, categorize, prioritize, track, and follow up on incidents and service requests. Resolve common end-user issues using established knowledge articles, SOPs, and troubleshooting guidelines. Coordinate with resolver groups for issues requiring specialized or higher-level technical support. Maintain ownership of cases through closure and proactively communicate status and progress to employees. Perform timely follow-ups on pending, aging, or escalated tickets to support SLA compliance. Identify recurring employee issues and contribute to knowledge-base updates and service improvements. Support onboarding/offboarding and standard employee IT service requests as applicable. Maintain accurate ticket documentation and adhere to defined ITSM processes and organizational policies. Contribute to employee satisfaction through professional, empathetic, and effective communication.
Skill Requirements
Required Skills Good understanding of IT Service Desk / Employee Support operations. Working knowledge of incident and service request management. Familiarity with ITSM/ticketing tools such as ServiceNow or equivalent. Basic understanding of Windows, Microsoft 365, user accounts, access, applications, and common workplace IT issues. Strong verbal and written communication skills. Good customer-service orientation, ownership, and follow-up skills. Ability to work with multiple support teams and manage escalations effectively. Willingness to work in a 24x7 support environment, if required.
Other Requirements
Preferred ITIL Foundation awareness/certification. Prior experience in Service Desk, Employee Care, IT Helpdesk, or End-User Support.