IT Service Desk Agent

Requirement:
Manage the delivery of IT services in alignment with defined service level agreements (SLAs).
Oversee service incidents, requests, and problem management to ensure timely resolution and customer satisfaction.
Monitor service performance and identify opportunities for improvements.

Support and Coordination:
Provide direct support to end-users and ensure the resolution of technical issues.
Work with internal teams and vendors to escalate and resolve complex issues.
Serve as a point of contact for end-user queries regarding IT services and support.
Coordinate with the IT support team to ensure that services are delivered effectively.
ITIL Process Implementation:
Implement and improve ITIL (Information Technology Infrastructure Library) best practices for service delivery.
Ensure compliance with ITIL processes, including incident management, change management, and problem management.
Assist in the development and maintenance of standard operating procedures (SOPs) related to IT services.
Service Improvement:
Collaborate with the IT team to develop strategies for improving the overall service delivery.
Proactively identify and mitigate service delivery risks.
Gather and analyze user feedback to improve IT service offerings.
Reporting and Documentation:
Generate regular reports on service performance, incidents, and service levels.
Maintain accurate records of service requests, incidents, and resolutions.
Provide regular updates to management on service delivery status and ongoing improvement initiatives.
Training and Knowledge Sharing:
Train end-users on new technologies, services, and tools available.
Document processes and create knowledge base articles for common IT issues.
Foster a culture of knowledge sharing and continuous learning within the IT department