Associate Service Desk Manager

Roles & Responsibilities

Key Responsibilities:

• Handle incoming calls, tickets, and chat messages from users.
• Ensure user queries or issues are captured, validated, and triaged for further processing.
• Provide technical support via phone and remote assistance.
• Identify, investigate, and diagnose technical issues.
• Follow the Incident Lifecycle as defined by company processes.
• Create and maintain knowledge base (KB) articles for common issues.
• Log, prioritize, and escalate tickets to resolver groups as needed.
• Provide timely progress updates and ensure resolution within agreed SLA.
• Escalate incidents to the next level of support when required.
• Work in rotational shifts and provide 24/7 support.
• Adhere to Service Desk policies and procedures.

Key Requirements:

• Minimum of 6 - 9 years’ experience in a technical service desk role.
• Strong knowledge of IT systems, including Teams, Outlook, Wi-Fi, O365, Active Directory, hardware, and software troubleshooting.
• Experience in troubleshooting desktops and laptops.
• Ability to understand and resolve end-user queries from different geographical locations.
• Good interpersonal, communication, and listening skills.
• Strong customer service orientation.
• Excellent analytical and problem-solving abilities.
• Effective time management and organizational skills.
• Ability to remain calm and courteous while interacting with users.