SERVICE DESK-SERVICE DESK

As a Service Desk Associate, you will be the primary point of contact for end-users, offering technical support and resolving a range of IT-related issues. Your role is crucial in maintaining efficient and effective IT operations, ensuring our users receive timely and professional assistance.

• Act as the SPOC for end-user IT support, ensuring a prompt response to all queries.
• Log and manage incidents and service requests through our ITSM tool, maintaining accurate records.
• Provide first-line technical support for hardware, software, and network issues, offering quick resolutions.
• Diagnose and resolve Windows OS, Microsoft 365, and VPN-related problems, ensuring a smooth user experience.
• Perform user account administration, including password resets and access management.
• Escalate complex incidents to the appropriate teams, maintaining ownership and regular updates.
• Monitor ticket queues to ensure timely updates and SLA adherence.
• Contribute to knowledge base articles, enhancing our internal resources.
• Follow ITIL processes, including Incident, Service Request, Problem, and Change Management.
• Deliver exceptional customer service, ensuring high levels of user satisfaction.