IT Service Desk Technician

Requirements

User Support & Incident Management

• Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot hardware, software, network, and account access issues.
• Provide step-by-step support and resolution for end-user issues or escalate as needed.
• Log, categorize, and prioritize incidents and service requests in the ServiceNow IT Service Management (ITSM) system.
• Accurately log, categorize, and escalate incidents and service requests in the ServiceNow ITSM tool.
• Perform advanced troubleshooting for hardware, software, peripherals, network, access etc. issues.
• Cook up coordination with other IT towers to ensure timely resolutions.
• Model and promote best practices in customer service and IT Service Desk processes.

Service Request Fulfillment

• Process user requests such as account provisioning, password resets, and software installations following established procedures.
• Maintain compliance with security and access control policies.

Communication & Customer Service

• Communicate clearly and professionally with end-users to provide status updates and estimated resolution times.
• Deliver a high level of customer satisfaction by maintaining empathy and professionalism in all interactions.
• Escalate complex incidents or recurring problems to Level 2/3 support teams.
• Collaborate with infrastructure, network, and application teams to resolve user issues.

Knowledge Management

• Contribute to and maintain internal knowledge base and user documentation.
• Suggest improvements to processes, tools, and support materials to increase efficiency and effectiveness.

Asset & Configuration Support

• Aid in maintaining inventory of IT assets and equipment assigned to users.
• Support deployment and retrieval of IT equipment as needed.

Monitoring & Reporting

• Monitor ticket queues to ensure SLAs and KPIs are met.
• Provide regular reports on service desk performance and trends to management.