About the Role
The IT Service Desk Agent is responsible for delivering first-line technical support and exceptional customer service by managing help desk tickets and resolving a variety of IT issues that span hardware, software, and network systems. As the single point of contact for end-users, this role is crucial in ensuring timely issue resolution, meticulous documentation, and adherence to service management principles, thereby maintaining seamless IT operations.
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Job Responsibilities
- Troubleshoot basic end-user issues across various software applications, hardware, network, and telecommunications systems.
- Provide essential desktop support and act as the primary assistance point for IT Service Desk inquiries.
- Receive, log, and manage calls from internal staff via telephone and email; log tickets in the Manage Engine tool on behalf of users.
- Respond to tickets, problems, or changes reported by IT users primarily through voice interaction and email.
- Take necessary actions to resolve all assigned issues via phone or remote support.
- Take ownership of all logged incidents and deliver end-to-end support to users.
- Monitor the service desk tool for open and pending incidents, following up on the status of problems on behalf of users and communicating progress in a timely manner.
- Maintain high standards of customer service for all support queries while adhering to service management principles.
- Effectively manage the service desk function, including ticket assignment, monitoring, and closure.
- Keep accurate and up-to-date records of all tickets, closely monitoring the progress of tasks assigned to technicians and assisting them in providing or exchanging necessary information.
Job Knowledge & Skills
- Technical Troubleshooting Skills – Strong understanding of computer hardware, software, networking, and operating systems.
- Ticketing & Documentation Proficiency – Ability to accurately log, track, and document issues in service desk systems.
- Customer Service & Communication – Excellent interpersonal skills for professional interaction and effective guidance of users.
- Problem Analysis & Resolution – Capability to diagnose root causes and apply structured troubleshooting methodologies.
- ERP & System Knowledge – SAP functional skills are required to support ERP-related IT queries.
Job Experience
- Minimum 2–4 years of IT support/service desk experience, demonstrating the ability to resolve end-user issues efficiently.
- Hands-on experience with ticketing systems (e.g., ManageEngine, ServiceNow) and remote support tools.
- Preferred ERP exposure, with SAP functional skills considered an advantage.
Competencies
- Leadership
- Resilience
- Quality
- Agility
- Troubleshooting L2
- Service Level Agreements L2
- IT Help Desk L2
- Customer Interaction L2
- Applications Systems Architecture L2
- AI Fluency
Education
- Bachelor’s Degree in Information Technology or a related field.
- Certificate in a computer-related field or any related technical certifications.
