Service Desk Engineer
3 days ago
The service desk agent is responsible for providing assistance to end users with technical issue and service requests. As the first point of contact, they help users resolve problems related to hardware, software, and network issues. Service desk agents utilize IT service management (ITSM) tools to log all incoming inquiries, track their progress, and ensure resolution.
To provide timely, effective, efficient, and professional quality service to resolve problems and to achieve customer’ expectations.
- Log all reported incidents using the incident ticketing tool.
- Provide first-level support to troubleshoot and resolve technical issues.
- Accurate assessment/resolution of problems.
- Regular updates for follow-up actions & incident status.
- Escalate incidents to appropriate second-level support in accordance with the escalation matrix as per work instructions.
- Work with the team lead to provide feedback and improve processes where applicable.
- Shift works and weekend duty required
- At least 2 years of working experience in an IT service desk environment.
- Strong computer skills and ability to troubleshoot IT-related issues and achieve first-line resolution.
- Timely escalation to 2nd and 3rd level support via support escalation matrix.
- Manage and prioritize multiple support requests at the same time, ensuring each user gets the help they need without delays.
- Good writing and verbal communication skills.
- Certifications such as ITIL Foundation and CompTIA A+ or equivalent are a plus.
Pay: $1,447.62 - $3,035.92 per month
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