IT Service Desk Support Specialist
vor 22 Stunden
Infinity Quest is seeking a highly skilled Service Desk Support Technician to join our team. As a key member of our IT department, you will be responsible for providing exceptional support to our end-users, ensuring that their technical issues are resolved efficiently and effectively.
Key Responsibilities:- Manage Service Desk activities, including incident and service request process handling, liaison with the Service Manager, and development of operational reports.
- Log and triage incidents in ITSM, track tickets to ensure resolution within SLA, and escalate unresolved incidents as per the escalation mechanism.
- Analyze ticket trends, provide reports with improvement actions, and create basic documents and knowledgebase articles.
- Attend voice calls, use Remote Desktop to assist end-users, and maintain good documentation skills.
- Monitor the Incident Management queue, assign and reassign tickets, and follow up on standard procedures.
- Execute service requests raised in the ticketing tool, perform basic troubleshooting of desktop application and access, network, printer, Active Directory, O365, and email-related issues.
- Monitor the Incident Management queue and update the incident management system with relevant information.
- Proactive problem management and good knowledge of Vendor Management are added advantages.
Requirements:
- Graduate with a minimum of 3+ years of experience in Service Desk.
- Excellent communication and conversation skills in English with a Versant Score of 70.
- Good knowledge of Incident, Change, and Problem Management.
- Good knowledge of any ITSM tool.
What We Offer:
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
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