Service Desk Associate

Job Purpose

*Incident & Request Management*

• Log, categorize, and prioritize incidents and service requests accurately in the ticketing tool
• Resolve issues within agreed Service Level Agreements (SLAs)
• Ensure timely closure of tickets with proper documentation
• *First-Level Technical Support*
• Provide initial diagnosis and troubleshooting for hardware, software, network, and application issues
• Deliver support through multiple channels (phone, email, chat, portal)
• Guide users with step-by-step solutions in a clear and user-friendly manner

• Customer Experience & Communication

• Maintain a professional, courteous, and customer-focused approach
• Keep users informed on ticket status, progress, and resolution timelines
• Ensure high levels of customer satisfaction and positive user experience
• *Escalation Management*
• Identify and escalate unresolved or complex issues to appropriate support teams
• Follow up on escalated tickets to ensure timely resolution
• Coordinate with internal teams and vendors when required
• *Service Request Fulfilment*
• Execute standard service requests such as account provisioning, password resets, and software installations
• Ensure compliance with access control and security policies
• *Knowledge & Documentation*
• Document resolutions, workarounds, and recurring issues in the knowledge base
• Contribute to continuous improvement of support documentation
• Maintain accurate ticket notes and troubleshooting steps

*Monitoring & Proactive Support*

• Monitor alerts and system notifications (where applicable)
• Proactively identify recurring issues and suggest improvements

*Compliance & Process Adherence*

• Follow ITIL processes (Incident, Request, Problem Management)
• Adhere to organizational policies, security standards, and procedures
• Maintain data confidentiality and integrity
• *Continuous Improvement*
• Provide feedback on recurring issues and process improvements
• Participate in training sessions and skill enhancement activities
• Stay updated with new technologies, tools, and support procedures

Educations, Skills and Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
• 1–3 years of experience in IT Service Desk, Helpdesk, or Technical Support role
• Solid understanding of IT Service Management (ITSM) principles.
• Hands-on experience with ticketing tools
• Proficiency in troubleshooting hardware, software, network, and application issues
• Familiarity with Windows/macOS operating systems, Microsoft Office 365, and common enterprise applications
• Basic knowledge of networking concepts
• Experience with user account management (Active Directory, password resets, access provisioning)
• Strong problem-solving and analytical skills with attention to detail
• Excellent verbal and written communication skills with a customer-focused approach
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Demonstrated ability to work both independently and collaboratively within a team
• Knowledge of security best practices and data protection standards
• Willingness to learn and stay updated on emerging technologies and support tools