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IT Service Desk
2 weeks ago
Key Responsibilities:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or chat.
- Log and track all incoming requests and incidents in the ticketing system, ensuring accurate documentation.
- Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
- Escalate complex issues to appropriate technical teams when necessary and follow up to ensure resolution.
- Provide guidance and support for IT-related inquiries, including password resets, account unlocks, and software installations.
- Maintain knowledge base articles and documentation to improve service delivery and user self-service options.
- Assist in onboarding new employees by setting up accounts and providing initial training on IT systems and tools.
- Monitor and manage service desk performance metrics to ensure service level agreements (SLAs) are met.
- Participate in continuous improvement initiatives to enhance service desk processes and user experience..
