About the Role
The Service Desk role is critical in providing first-line IT support, ensuring that all IT-related incidents, service requests, and inquiries are handled efficiently. As a key contact for users, you will log, categorize, prioritize, and track tickets, adhering to established ITIL processes and service level agreements (SLAs). This position involves troubleshooting, escalating unresolved issues, and contributing to continuous improvement initiatives to enhance service delivery.
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Roles & Responsibilities
Service Desk Operations
- Act as the first point of contact for all IT-related incidents, service requests, and inquiries raised via phone, email, or ticketing system.
- Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes.
- Ensure tickets are resolved or escalated within agreed SLA timelines.
Incident & Problem Management
- Perform first-level troubleshooting for hardware, software, network, and application issues.
- Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation.
- Contribute to root cause analysis and problem management to reduce recurring incidents.
Change & Request Fulfillment
- Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelines.
- Support Change Management by documenting and coordinating minor/standard changes.
Communication & Reporting
- Draft clear, professional email correspondence in English for user updates, escalations, and management reporting.
- Maintain end-user communication throughout the ticket lifecycle (acknowledgment, progress updates, resolution confirmation).
- Prepare daily/weekly service desk performance reports (ticket volume, SLA compliance, aging tickets).
Knowledge & Documentation
- Maintain and update the knowledge base with troubleshooting guides and FAQs.
- Document recurring issues and standard operating procedures (SOPs).
Continuous Improvement
- Identify trends in recurring issues and recommend proactive solutions.
- Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency.
Key Skills
- 5–8 years hands-on IT support/service desk experience.
- Strong ITIL process knowledge (Incident, Request, Problem, Change Management).
- Excellent written English communication skills for professional email correspondence.
- Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine).
- Strong customer service orientation and ability to work under SLA pressure.
Certification
- ITIL Foundation (v3/v4) certified or equivalent working knowledge.
