Description

You will manage end-user incidents and service requests through the full lifecycle within an ITSM framework.

Responsibilities

• Log, triage, and assign incidents and service requests to Workplace, Applications, or Infrastructure teams based on severity.
• Track tickets to ensure resolution within SLAs and escalate unresolved issues according to established mechanisms.
• Perform basic troubleshooting for desktop applications, network connectivity, printers, Active Directory, and O365.
• Execute service requests following provided SOPs and maintain detailed technical documentation in the ticketing system.
• Monitor the incident management queue, update ticket statuses, and attend voice calls to assist users.

Required Skills

• 3+ years of experience in service desk or technical support roles.
• Proficiency with ZOHO ITSM tools.
• Hands-on experience with O365 products and email troubleshooting.
• Working knowledge of Active Directory, network connectivity, and printer issues.
• Ability to follow and execute standard operating procedures (SOPs).
• Strong documentation skills for technical processes and ticket updates.
• Proven customer handling skills and ability to manage unforeseen situations.
• Experience with remote desktop assistance.

Preferred Skills

• Experience with proactive problem management.
• Knowledge of vendor management processes.

Key Skills

Education

Any Gradute