IT IS_Service Desk

Role & responsibilities

The Service Desk Associate (L1) provides first-line IT support to end users through voice, chat, email, and self-service channels. The role focuses on incident logging, service request fulfillment, basic troubleshooting, First Contact Resolution (FCR), and delivering a positive customer experience while meeting SLA commitments.

Key Responsibilities

• Provide Level 1 support through voice and chat channels.
• Log, categorize, prioritize, and assign incidents and service requests.
• Perform initial diagnosis and troubleshooting following standard procedures.
• Resolve common issues at first contact whenever possible.
• Escalate unresolved incidents to L1.5/L2 support teams as required.
• Follow Knowledge Base Articles (KBAs), SOPs, and work instructions.
• Maintain accurate and detailed ticket documentation in ServiceNow.
• Communicate effectively with end users regarding ticket progress and resolution.
• Meet SLA, productivity, quality, and customer satisfaction targets.
• Participate in shift handovers and support 24x7 operations.