Role Purpose
To serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first‑level support to ensure minimal disruption to business operations.
Key Responsibilities
- Incident Management
- Provide first‑level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity.
- Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates.
- Escalate complex or unresolved incidents to appropriate second‑level support teams, providing detailed information for efficient resolution.
- Follow established incident management processes and procedures to ensure consistent and effective service delivery.
- Problem Management
- Identify and document recurring incidents to identify underlying problems.
- Contribute to the problem management process by providing information and insights to facilitate root cause analysis.
- Service Request Fulfillment
- Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification.
- Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs).
- Communication and Customer Service
- Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels.
- Actively listen to users, understand their needs, and provide appropriate solutions or guidance.
- Maintain a positive and empathetic approach, even in challenging situations.
- Keep users informed of the status of their incidents and requests.
- Knowledge Management
- Document solutions to common issues and contribute to the knowledge base to improve first‑call resolution rates.
- Stay up-to-date with relevant technical knowledge and best practices.
- Teamwork and Collaboration
- Collaborate effectively with other team members and support teams to ensure seamless service delivery.
- Share knowledge and expertise with colleagues to improve overall team performance.
- Performance Monitoring and Reporting
- Monitor personal performance against key metrics and SLAs.
- Contribute to regular reporting and analysis of service desk performance.
- Perform other task in relation to the role as assigned by one’s superior or by the organization.
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