Service Desk Agent

Role & responsibilities

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.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, access, 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, hypercare and continuous service-improvement initiatives.

Preferred candidate profile