Service Desk Agent

Description:

Key Responsibilities:

Serve as the initial point of contact for all IT-related user issues and requests.

Record, categorize, and prioritize incidents in the ITSM/ticketing system (e.g., ServiceNow, ManageEngine).

Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.

Reset passwords, unlock accounts, and assist with access-related issues.

Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.

Maintain communication with users to provide status updates and follow-ups.

Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.

Support remote users using remote desktop tools.

Required Skills and Experience:

• 3-5 years of experience in IT Service Desk or desktop support roles

• Basic knowledge of Windows OS, MS Office Suite, and Active Directory.

• Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).

• Good understanding of ITIL processes and incident lifecycle.