Service Desk Agent

Must Have Technical/Functional Skills

 Service Desk

Roles & Responsibilities

• Assist in maintaining knowledge base articles and FAQs for common issues.

• Diagnose and resolve technical issues related to hardware, software, and network connectivity.

• Document all interactions and resolutions in the service desk ticketing system.

• Escalate complex issues to higher-level support teams as necessary.

• Monitor and follow up on open tickets to ensure timely resolution.

• Participate in service improvement initiatives and contribute to team goals.

• Provide guidance and training to end-users on software and hardware usage.

• Respond to incoming support requests via phone, email, or chat in a timely manner.

• Adhere to all SLA’s for ticket handling and KPI’s associate to technician and group performance

• Coordinate training and documentation of troubleshooting and support processes

• Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends

• Excellent interpersonal skills and team co-ordination

• Hands-on experience in supporting IT Service Desk

• Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools

• Provide Level 1 assistance to inquiries into the features, functions, and usage of software.

• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)

• Utilize a pre-defined template on every call and fill out each template completely

• Willing to work in 24/5 shift rotation (including holidays)

Salary Range: $50,000- $55,000 a year