Service Desk Representative 31O25

The Service Desk Representative plays a crucial role in ensuring that users experience seamless support for their IT-related issues and queries. This role involves acting as the first point of contact for troubleshooting and resolving a range of technical concerns related to hardware, software, and networking. The ideal candidate will possess excellent communication skills and demonstrate an ability to provide efficient solutions with a customer-focused approach. A deep knowledge of IT systems and problem-solving skills is required. The Service Desk Representative will work collaboratively with various IT teams, ensuring that all inquiries are handled promptly and efficiently. This is an incredible opportunity for those looking to advance their career in IT support and enterprise customer service.

Responsibilities

• Provide first-level IT support and problem resolution via phone, email, or chat.
• Document and track all service requests in the service management system.
• Diagnose and troubleshoot hardware, software, and network-related issues quickly.
• Escalate more complicated issues to higher-level IT support teams as needed.
• Follow up with end-users to ensure issues are resolved and customer satisfaction is met.
• Participate in service desk self-assessment and quality control activities regularly.
• Assist in the development and documentation of standard operating procedures.
• Stay updated with necessary technical knowledge and system training sessions.
• Create and maintain a knowledge base for internal and end-user reference.
• Contribute to maintaining a positive team environment and collaborative culture.
• Provide users with adequate demonstrations or tutorials to assist with troubleshooting.
• Complete administrative and reporting tasks as required by service desk management.

Requirements

• Bachelor’s degree in Information Technology, Computer Science or related field preferred.
• At least 2 years of experience in an IT help desk or customer support role.
• Strong verbal and written communication skills for clarity in user interaction.
• Proficient in Windows, macOS, and popular software applications troubleshooting.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Certified in ITIL or similar IT service management frameworks is a plus.
• Experience using ticketing systems like ServiceNow, Jira, or similar platforms.
• Strong analytical skills and the ability to address technical issues logically.