Work type: FTE
Contract : B2B
Duration: One year Extendable
Job Description:
Incident Management & Ticket Handling: Acting as the first point of contact, logging, categorizing, prioritizing, and managing user issues in ticketing systems.
Technical Troubleshooting: Diagnosing and resolving hardware, software, network, and application issues for users.
User Support & Communication: Providing friendly, timely support via email, phone, or chat to staff or customers.
Escalation & Follow-Up: Escalating unresolved, high-priority issues to Tier 2 or Tier 3 teams, and following up on status updates to ensure resolution.
Configuration & Deployment: Installing and configuring new software, hardware, and peripherals.
Documentation & Knowledge Base: Creating and updating user guides and contributing to the knowledge base to facilitate self-service.
System Maintenance: Conducting system updates, security patches, and basic maintenance to prevent downtime.
Service desk analysts must be proficient in ITSM tools, prioritize tasks to meet Service Level Agreements (SLAs), and analyze trends to prevent future problems.