Service Desk Agent

Job description: Role Purpose: To serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first-level support to ensure minimal disruption to business operations.   Key Responsibilities: Incident Management:  Provide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity. Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates. Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution. Follow established incident management processes and procedures to ensure consistent and effective service delivery.   Problem Management:  Identify and document recurring incidents to identify underlying problems. Contribute to the problem management process by providing information and insights to facilitate root cause analysis.   Service Request Fulfillment:  Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification. Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs).   Communication and Customer Service:  Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels. Actively listen to users, understand their needs, and provide appropriate solutions or guidance. Maintain a positive and empathetic approach, even in challenging situations. Keep users informed of the status of their incidents and requests.   Knowledge Management:  Document solutions to common issues and contribute to the knowledge base to improve first-call resolution rates. Stay up-to-date with relevant technical knowledge and best practices.   Teamwork and Collaboration:  Collaborate effectively with other team members and support teams to ensure seamless service delivery. Share knowledge and expertise with colleagues to improve overall team performance.   Performance Monitoring and Reporting:  Monitor personal performance against key metrics and SLAs. Contribute to regular reporting and analysis of service desk performance. Perform other task in relation to the role as assigned by one’s superior or by the organization.