Service Desk Representative (225-731)

A Service Desk Representative plays a crucial role in the IT services of an organization. They are responsible for providing first-line support, handling customer inquiries, and resolving technical issues. Acting as the primary point of contact between the IT department and the end-users, Service Desk Representatives ensure smooth operations by troubleshooting hardware, software, and network problems. With excellent communication and problem-solving skills, they assist users in overcoming obstacles, escalating complex issues to specialists if needed. Their efficiency in resolving incidents directly impacts overall productivity and user satisfaction. This role requires a strong commitment to customer service and an ability to work in a fast-paced environment.

Responsibilities

• Efficiently manage and resolve incoming IT support tickets and requests.
• Provide first-line support for various hardware and software-related issues.
• Maintain detailed documentation of user interactions and technical solutions.
• Escalate unresolved technical issues to relevant IT specialists or departments.
• Monitor and manage the performance of IT systems and applications.
• Guide users through step-by-step troubleshooting processes and resolutions.
• Ensure timely follow-up with users to verify issue resolution and satisfaction.
• Stay updated with new technologies and best practices in service management.
• Actively contribute to knowledge base for user support and troubleshooting.
• Assist with onboarding and training new employees on IT systems and tools.
• Collaborate with team members to improve service desk processes and efficiency.
• Perform routine system updates and maintenance tasks as needed.

Requirements

• High school diploma or equivalent educational qualification is mandatory.
• Proven experience in a customer service or IT support role is preferred.
• Strong understanding of computer systems, networks, and basic IT troubleshooting.
• Excellent verbal and written communication skills for effective interaction.
• Ability to handle multiple tasks efficiently in a fast-paced environment.
• Customer-focused attitude with a keen attention to detail in service delivery.
• Familiarity with help desk ticketing systems and remote support tools.