IT IS_Service Desk

Key Responsibilities :

• User Support & Issue Resolution : Provide first-level support for users via phone, email, and chat, addressing IT-related issues such as password resets , software installations , network connectivity issues , printer problems , and other technical issues.
• Incident Management : Log and categorize all incidents and service requests in the Service Desk ticketing system , ensuring detailed documentation of each issue and its resolution.
• Problem Identification & Troubleshooting : Identify root causes of issues and perform basic troubleshooting to resolve them, escalating complex problems to the appropriate second- or third-line support teams when necessary.
• Service Request Management : Process and track IT service requests (e.g., access requests, software installations, new hardware, etc.) and ensure timely delivery in accordance with SLAs.
• Knowledge Management : Maintain a knowledge base of common issues and solutions to increase efficiency and improve service delivery. Update and share this knowledge regularly.
• Hardware & Software Support : Provide support for both hardware (e.g., PCs, laptops, printers, mobile devices) and software (e.g., operating systems, office productivity tools, applications) used by the organization.
• Escalation & Communication : Ensure proper communication with end-users, providing status updates on ongoing issues. Escalate unresolved issues to the appropriate higher-level support teams and monitor resolution progress.
• Account Management : Assist with user account management tasks, including password resets, access provisioning, and maintaining user profiles in Active Directory , Microsoft 365 , or other identity management systems.
• System Maintenance & Updates : Assist in the deployment of patches and software updates, including operating system and application updates for desktops and laptops.
• IT Asset Management : Help with tracking and inventorying IT assets (e.g., hardware, software licenses) and ensure that assets are allocated and returned in accordance with company policies.
• Training & Guidance : Provide basic training to end-users on new software, systems, or IT tools, ensuring users are equipped to use technology efficiently.
• Security Awareness : Ensure security best practices are followed by users, including password policies, multi-factor authentication (MFA), and the safe handling of sensitive information.
• Customer Service : Provide excellent customer service, maintaining professionalism, patience, and effective communication while resolving technical issues.

Required Qualifications & Skills :

Skills Required

Servicenow, zendesk, Word, Excel