Description

You will manage technical support and incident resolution within a structured service desk environment.

Responsibilities

• Monitor telephone systems and handle incoming user calls for support.
• Log incidents and service requests, targeting first-contact resolution within SLAs.
• Escalate complex issues to Level 2 or Level 3 support following defined procedures.
• Track escalated incidents with technical teams to ensure prompt closure.
• Remotely connect to user computers to troubleshoot and resolve technical issues.

Required Skills

• Proven experience as a Service Desk Analyst.
• HDI-CSR certification or equivalent training.
• Strong customer service and communication skills.
• Experience with remote desktop connection tools.
• Ability to follow strict technical processes and documentation standards.
• Experience managing incidents and service requests within a ticketing system.
• Proficiency in updating user and asset information in databases.
• Ability to perform proactive maintenance, including antivirus verification and routine scans.

Preferred Skills

• 3 years of experience in a similar service desk role.

Key Skills

Education

Not specified