Service Desk Agent (IT Support)

The Service Desk Agent serves as the first point of contact for customers seeking technical assistance over the phone, email, or through the service desk portal. The role involves diagnosing and resolving technical issues, escalating problems to higher support tiers when necessary, and providing excellent customer service.Key Responsibilities:Incident Management: Respond to service requests and incidents reported by users via phone, email, or service desk portal. Diagnose and troubleshoot hardware and software issues. Log all incidents and service requests accurately in the ticketing system. Escalate complex issues to higher-level support teams as needed. Customer Support: Provide timely and effective customer service to end-users. Communicate clearly with users to understand their technical issues. Offer guidance on resolving routine technical problems and provide training on using systems and applications. Problem Resolution: Follow standard operating procedures to resolve common technical problems. Implement temporary or permanent fixes to restore service to users as quickly as possible. Monitor and follow up on pending issues to ensure timely resolution. Documentation: Maintain accurate and detailed records of all incidents and service requests. Update and maintain knowledge base articles and troubleshooting guides. Document new solutions and workarounds for common technical problems. Collaboration: Work closely with other IT team members to ensure effective resolution of user issues. Participate in team meetings and contribute to continuous improvement initiatives. Share knowledge and best practices with colleagues to improve overall team performance. Site Visits/Travel:Perform site visits to remote sites to perform the needed changes on our infrastructure.