Service Desk Associate
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Key skills for this role
About the Role
Job Purpose: The Service Desk / IT Support professional is responsible for delivering first-level technical support and efficient incident and request management to ensure seamless IT service delivery.
Key Skills for This Role
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Job Purpose
- The Service Desk / IT Support professional is responsible for delivering first-level technical support and efficient incident and request management to ensure seamless IT service delivery. The role focuses on resolving end-user issues, fulfilling service requests, and maintaining high service quality in alignment with ITIL processes, SLAs, and organizational standards.
- This position plays a key role in enhancing user experience through timely support, effective communication, and proactive problem identification, while collaborating with internal teams and contributing to continuous service improvement and knowledge management
Key Responsibilities
- Manage incidents and service requests by logging, categorizing, and prioritizing tickets using ITSM tools (e.g., ServiceDesk Plus), ensuring timely resolution in line with SLAs/OLAs, performing basic root cause analysis for recurring issues, and maintaining accurate ticket documentation and closure notes.
- Provide troubleshooting support for end-user computing devices (laptops, desktops, and mobile devices), operating systems, business applications such as O365 and collaboration tools, and network access issues including Wi-Fi, VPN, and basic connectivity.
- Handle standard service requests by providing user access provisioning (AD, email, application access), managing password resets and account unlocks, and performing software installations and configurations.
- Follow ITIL-aligned processes including Incident Management, Request Fulfilment, Access Management, and supporting Problem Management, while ensuring proper ticket lifecycle management from logging to closure and contributing to continuous service improvement initiatives.
- Identify complex issues and escalate them to L2/L3 teams with detailed analysis, coordinate with infrastructure, application, and vendor teams, and track escalations to ensure timely resolution.
- Provide professional, customer-focused support while effectively communicating with users on issue status and resolution timelines.
- Use and contribute to the knowledge base by creating and updating articles for recurring issues and promoting self-service adoption where applicable.
- Monitor system alerts and service dashboards, and identify and report trends and recurring incidents to senior teams for proactive support.
Key Skills
- Strong hands-on experience with Windows OS, O365, enterprise applications, Active Directory, and basic networking (DNS, DHCP, VPN)
- Familiarity with ITSM tools and endpoint/remote support tools
- Solid understanding of ITSM/ITIL processes, including Incident, Request, and Problem Management, with awareness of SLA/KPI tracking and reporting
- Excellent communication, customer service, problem-solving, and analytical skills
- Ability to work effectively in fast-paced, SLA-driven environments with strong teamwork and stakeholder coordination
Qualifications
- Minimum 4 years of experience in Service Desk / IT Support role
- ITIL Foundation certification (preferred)
Additional Information
- Contract role for 1 year
- Salary is aligned with entry-level expectations
- Must be able to join immediately
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