Service Desk

Role Description

The Service Desk (SSC) serves as the first point of contact for users to provide professional, efficient, and customer-oriented IT support services. This role is responsible for handling incidents, service requests, and technical issues, ensuring timely resolution while maintaining high standards of customer experience and service quality.

Role Responsibilities:

• Receive, log, categorize, and prioritize user incidents and service requests through various communication channels (phone, email, chat, or ticketing system).
• Provide first-level technical support and troubleshoot hardware, software, network, and system-related issues.
• Escalate unresolved issues to the appropriate support teams while ensuring proper follow-up until closure.
• Monitor ticket progress and ensure compliance with Service Level Agreements (SLA).
• Communicate effectively with users by providing clear updates, guidance, and resolution status.
• Maintain accurate documentation of incidents, solutions, and knowledge base articles.
• Coordinate with internal IT teams and external vendors to resolve complex technical issues.
• Identify recurring issues and provide recommendations for service improvement.
• Ensure a positive customer experience by demonstrating professionalism, empathy, and excellent communication skills.
• Support continuous improvement initiatives within the Shared Service Center.

Role Requirements

• Strong understanding of IT Service Management (ITSM) processes, including Incident, Request, and Problem Management.
• Knowledge of ticketing tools (e.g., ServiceNow, Jira, Remedy, or similar platforms).
• Basic knowledge of computer hardware, operating systems, software applications, and network troubleshooting.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple tasks effectively.
• Strong analytical, problem-solving, and documentation skills.
• Familiarity with ITIL framework is an advantage.
• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft certifications) are a plus.

Skill Set Requirements

Technical Skills :

• IT Service Management (ITSM) knowledge (Incident, Request, Problem Management)
• Ticketing system management (ServiceNow, Jira, Remedy, Freshservice, etc.)
• Hardware & software troubleshooting
• Operating system support (Windows, macOS, mobile devices)
• Basic network troubleshooting (LAN, Wi-Fi, VPN, DNS, connectivity issues)
• Microsoft 365 / Office 365 support (Outlook, Teams, Word, Excel, PowerPoint)
• Active Directory (AD) and user account administration
• Remote support tools utilization
• Knowledge base documentation and technical writing
• Understanding of ITIL framework and service processes
• Customer Service & Communication Skills
• Excellent verbal and written communication
• Customer-centric mindset
• Professional phone, email, and chat etiquette
• Active listening and empathy
• Ability to explain technical issues in simple language
• Handling difficult customers with professionalism
• Strong follow-up and customer ownership
• Analytical & Personal Skills
• Problem-solving and troubleshooting ability
• Analytical and critical thinking
• Attention to detail
• Time management and prioritization
• Ability to work under pressure
• Multi-tasking capability
• Teamwork and collaboration
• Adaptability and willingness to learn
• Ownership and accountability
• Continuous improvement mindset