Job Purpose

The purpose of a Service Desk Team Member is to act as the first point of contact for IT-related issues and service requests, ensuring timely and effective resolution to minimize business disruption. The role focuses on delivering high-quality technical support, maintaining user productivity, and providing a positive customer experience.

Key Responsibilities

Incident & Request Management

• Log, categorize, and prioritize incidents and service requests accurately in the ticketing tool
• Resolve issues within agreed Service Level Agreements (SLAs)
• Ensure timely closure of tickets with proper documentation

First-Level Technical Support

• Provide initial diagnosis and troubleshooting for hardware, software, network, and application issues
• Deliver support through multiple channels (phone, email, chat, portal)
• Guide users with step-by-step solutions in a clear and u...