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.

Technical Skills

• ServiceNow ITSM or similar ticketing tool.
• Genesys or equivalent voice/chat platform.
• Windows 10/11 operating systems.
• Microsoft Office 365 applications (Outlook, Teams, Word, Excel, PowerPoint).
• Password reset and account unlock procedures.
• VPN connectivity support.
• Printer and peripheral troubleshooting.
• Email and collaboration tool support.
• Basic remote troubleshooting techniques.

Good to Have

• ITIL Foundation certification.
• Experience in an enterprise/global Service Desk environment.
• Knowledge of Active Directory user administration.
• Experience supporting multilingual users.
• Exposure to remote support tools such as BeyondTrust, TeamViewer, Bomgar, or SCCM.
• Understanding of SLA and KPI measurements.