Service Desk Agent

Role: Service Desk Agent

Required Technical Skill Set: Responsible for IT support, managing incidents, fulfilling requests, resolving technical problems, guiding users, meticulously documenting activities, and driving continuous improvement in service desk operations.

Desired Experience Range: 2-3 Years

Location of Requirement: Bangalore, Hyderabad

Desired Competencies (Technical/Behavioral Competency)

Must-Have

Required Skills:
• Communication Skills: Excellent verbal and written communication skills to clearly and patiently interact with users, explaining technical concepts in non-technical terms.
• Customer Service Orientation: A strong focus on customer service, ensuring that every interaction is handled professionally with empathy and understanding.
• Time Management: Ability to prioritize tasks and manage time effectively.
• Technical Proficiency: Strong foundation in IT principles, understanding of operating systems, software applications, and basic network troubleshooting.
• Problem-Solving Skills: Ability to diagnose issues based on the information provided and through probing questions, and to find effective solutions quickly.
• Experience with IT service management (ITSM) tools, such as ServiceNow, and knowledge of ITIL processes.
• Attention to Detail: Ensuring accuracy in logging tickets, documenting as per processes, and following up on unresolved issues.

Qualifications and Experience :
• Communication, problem-solving, and customer service skills.
• Basic technical skills knowledge
• Organizational & Self-driven
• Fast learner
• Knowledge and experience of using Google workspace.
• Excellent customer service skills.
• Excellent communication skills both written and verbal
• Team player.
• Ability to meet deadlines in a fast paced environment.
• Maintain confidentiality of sensitive and privileged information.

Highly Desirable
• Adaptability: Being flexible to handle rapidly changing priorities and technologies.
• Continuous Learning: Eagerness to learn and stay updated with the latest in technology and service desk best practices.
• Teamwork: Ability to work effectively in a team, sharing knowledge, and contributing to a positive work environment.
• Stress Tolerance: Remaining calm and efficient under pressure, especially during peak times or when dealing with difficult situations.

Responsibility of / Expectations from the Role
• Incident Management: Receiving, logging, and managing calls from users via telephone, email, or a self-service portal.
• Request Fulfillment: Handling service requests, such as requests for information, password resets, or access to applications and services.
• Problem Resolution: Troubleshooting and resolving technical issues, escalating more complex problems to higher-level support teams when necessary.
• User Guidance: Providing guidance and advice to users on how to best utilize their IT systems and services.
• Documentation and Reporting: Keeping accurate records of interactions, issues, and actions taken, and providing reports to management on trends and issue resolution metrics.
• Continuous Improvement: Contributing to the improvement of service desk processes and the overall IT support strategy.
• Knowledge Article Contribution: Provide content for new Knowledge Article creation or update existing based on their experience