Service Desk Agent - Tool 2

Role & responsibilities

SN

Responsibility of / Expectations from the Role

Provide professional, multilingual-friendly L1 support through voice, chat, email, portal and virtual-assistant hand-off channels, delivering a consistent and contextual user experience.

Log, categorize, prioritize and resolve incidents and service requests accurately in ServiceNow, ensuring complete troubleshooting notes, user impact, evidence and closure confirmation.

SharePoint Administration experience is mandatory.

Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, accesses, printer and common business-application issues.

Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions and one-click fixes before escalating to resolver groups.

Maintain ownership throughout the ticket lifecycle, provide timely user updates, avoid unnecessary reassignments and escalate with clear diagnostics and supporting evidence.

Recognize major-incident symptoms, VIP/high-impact scenarios and recurring patterns, and promptly engage the escalation desk or designated support teams

Promote self-service, virtual assistant and knowledge adoption while capturing user feedback and knowledge gaps for continuous improvement.

Participate in KT, coaching, calibration, assessments, transition activities, hyper care and continuous service-improvement initiatives.

Preferred candidate profile