Service Desk Specialist

Job Description:

Job Summary & Responsibilities:

Strong understanding of Windows OS, Office 365, and basic networking.

Hands-on experience with Active Directory (user creation, password reset, unlock).

Familiarity with remote access tools (e.g., AnyDesk, TeamViewer, RDP).

Experience with ITSM tools (e.g., ServiceNow, Freshservice, Jira, Remedy).

Excellent communication and customer service skills.

Ability to multitask, prioritize, and work under pressure.

Receive and log all IT incidents and service requests via phone, email, or ticketing tools.

Perform initial diagnosis and resolve issues at first contact where possible.

Escalate unresolved issues to L2/L3 teams in accordance with defined escalation procedures.

Track and follow up on tickets to ensure timely resolution and closure within SLA.

Process standard IT service requests (user account creation, access requests, software installations, etc.).

Validate and ensure necessary approvals are in place before fulfilling requests.

Document all actions taken and ensure users are informed throughout the process.

First Call Resolution (FCR)

SLA compliance rate

Ticket quality and documentation accuracy

Customer satisfaction (CSAT) score

Average handling and response time

24/7 shifts