Role/Job Title:Service Desk Associate
Work Location:Crawley, UK (5days)
Any Other Working Conditions Travel/On Call/Shifts
* 24x7 shift (Any 8 hours)
* Candidate to have excellent communication (English speaking) skills.
* Candidates should be willing to work in a 24 7 environment with rotational shifts and rotational day offs.
The Role
The role requires handling service desk requests answering calls, emails, and ticket submissions. Resetting passwords helping employees regain access to systems. Basic troubleshooting fixing minor software issues and hardware glitches. Configuration challenges assisting with simple setup problems.
Your Responsibilities (Up to 10, Avoid Repetition)
1. Respond to user inquiries via phone, email, chat, or ticketing systems.
2. Act as the initial point of contact for IT issues, logging and tracking incidents.
3. Diagnose and resolve common IT problems, escalating complex issues to higher levels.
4. Possess a solid understanding of IT infrastructure.
5. Be proficient in using IT service management (ITSM) tools and ticketing systems.
6. Accurately document all incidents, solutions, and actions taken.
7. Identify trends and patterns in user issues to proactively a...