Service Desk Associate Full Time

Responsibilities

• Provide first-level technical support to users through calls, emails, chat platforms, and ticketing systems
• Manage and resolve incidents, service requests, and technical issues within defined SLA timelines
• Troubleshoot hardware, software, application, and network-related problems with accuracy and efficiency
• Log, track, and maintain detailed records of support requests, resolutions, and service desk activities
• Escalate unresolved or critical issues to appropriate technical teams when required
• Monitor service desk queues to ensure timely response, follow-up, and closure of support tickets
• Support ITSM and ITIL-based service management processes, including incident, request, and problem management
• Collaborate with cross-functional teams to improve service delivery and ensure effective issue resolution
• Assist users with account management, access provisioning, password resets, and enterprise application support
• Stay updated on enterprise systems, troubleshooting practices, and support tools
• Contribute to process improvement initiatives to enhance operational efficiency and user experience
• Deliver exceptional customer support through professional communication, prompt responses, and effective problem-solving

(*Note: This is a requirement for one of Scoutit’s clients)

Skills: teams,customer,management,chat