IT Service Desk

Information Technology Service Desk Job Description

Essential Responsibilities and Duties

· Provides First and second-line investigation and diagnosis

· Resolves and closes incidents/service requests as per Service desk procedures

& allocated timelines

· Escalates unresolved incidents/service requests within agreed timescales

· Logs relevant incident/service request details per Service desk procedures

· Communicates with client regarding incident progress

· Ensures tickets are always updated until issues are resolved

· Managing, prioritizing, and documenting incoming questions and support

requests by phone, email, chat, or in person.

· Resolving technical issues quickly and efficiently

· Installing and configuring necessary software and meeting end-user needs

· Escalating any serious problems to relevant departments and teams

· Ensuring optimal network performance

· Performing system updates, tests, and maintenance to avoid service

interruptions

· Monitoring and reporting service desk tickets

· Analyzing IT incident reports and questions to identify any trends to make

recommendations for changes and to prevent future problems

· Producing user manuals and guidance for end-users

· Creates/maintains documentation on Back Desk

· Special events coverage

· Local network support and/or assists centralized Network team

· Hardware/software selection, procurement, setup, installation, configuration,

upgrades, monitoring, and troubleshooting

· User account creation/deletion and file permissions

· Laptop / Desktop Backup management and maintenance

· Assist all Joiners, Movers and Leavers tasks in the respective site

· Involve in Stock and Asset Management activities and coordinate with Stock

Management

Qualifications

· Bachelor's Degree or completed at least 2 years in college with no back subjects

· At least 3-5 years relevant field experience

· Ability to work independently and take initiative

· Strong communications skills, both written and oral

· Maintains strong attention to detail in high-pressure situations

· Willingness to work flexible hours when needed

· Immediate joiners are preferred