Job Description
About The Role
As a Service Desk Agent , you will make an impact by acting as the first point of contact for users seeking technical assistance and IT support. You will be a valued member of the IT Operations team and play a key role in ensuring smooth IT service delivery by efficiently diagnosing, resolving, or escalating technical issues to maintain user productivity and satisfaction.
In This Role, You Will
- Provide user support via phone, email, chat, and ticketing systems
- Diagnose and troubleshoot issues related to hardware, software, networks, printers, user accounts, and general IT services
- Log, track, update, and take ownership of incidents and service requests using ticketing tools such as ServiceNow (SNOW) or Remedy
- Escalate complex or unresolved issues to Level 2 or Level 3 support teams following established procedures
- Document issues, resolutions, and actions taken, and contribute to knowledge bas...