Role Purpose:

To serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first-level support to ensure minimal disruption to business operations.

Key Responsibilities:

Incident Management: 

• Provide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity.
• Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates.
• Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution.
• Follow established incident management processes and procedures to ensure consistent and effective service delivery.

Problem Management: 

• Identify and document recurring incidents to identify underlying problems.
• Contribute to the problem management process by providing information and insights to facilitate root cause analysis.

Service Request Fulfillment: 

• Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification.
• Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs).

Communication and Customer Service: 

• Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels.
• Actively listen to users, understand their needs, and provide appropriate solutions or guidance.
• Maintain a positive and empathetic approach, even in challenging situations.
• Keep users informed of the status of their incidents and requests.

Knowledge Management: 

• Document solutions to common issues and contribute to the knowledge base to improve first-call resolution rates.
• Stay up-to-date with relevant technical knowledge and best practices.

Teamwork and Collaboration: 

• Collaborate effectively with other team members and support teams to ensure seamless service delivery.
• Share knowledge and expertise with colleagues to improve overall team performance.

Performance Monitoring and Reporting: 

• Monitor personal performance against key metrics and SLAs.
• Contribute to regular reporting and analysis of service desk performance.
• Perform other task in relation to the role as assigned by one’s superior or by the organization.