Service Desk Agent

Job description

**Desired Competencies (Technical/Behavioral Competency)** **Must-Have** **Shift & Team Management** - Lead and manage Service Desk analysts during assigned shifts (24x7 / rotational as applicable). - Allocate and prioritize tickets to ensure SLA and KPI compliance. - Monitor real-time ticket queues and take corrective actions to manage backlog. - Provide guidance, mentoring, and on-the-job coaching to Service Desk staff. **Incident & Request Management** - Act as the **first escalation point** for incidents and service requests. - Ensure timely resolution of incidents, service requests, and user queries. - Coordinate with Level 2/Level 3 support teams, vendors, and infrastructure teams. - Ensure proper incident categorization, prioritization, documentation, and closure. **Service Quality & SLA Management** - Monitor SLAs, OLAs, and shift-level KPIs. - Identify trends, recurring issues, and improvement opportunities. - Ensure adherence to ITIL processes such as Incident, Request, and Problem Management. - Support Major Incident Management by coordinating communications and updates. **Communication & Stakeholder Management** - Provide regular shift handover updates and daily operational reports. - Communicate effectively with users, management, and support teams during incidents. - Ensure customer satisfaction through professional and timely communication. **Process & Continuous Improvement** - Enforce standard operating procedures (SOPs) and service desk workflows. - Identify process gaps and recommend improvements. - Support knowledge base creation and maintenance. - Assist with onboarding and training of new Service Desk team members. **Technical Skills** - Strong understanding of **IT Service Desk operations** and support models - Experience with ITSM tools (ServiceNow) - Knowledge of Windows OS, basic networking, Office 365, Active Directory, VPN, and endpoint support - Understanding of ITIL Incident, Request, Change, and Problem Management processes **Good-to-Have** - Understanding of Incidents, mitigation, and incident response frameworks - Experienced in communicating with senior management and executives - Knowledge of relevant laws and regulations related to incident response and data privacy - Ability to stay calm under pressure and make sound decisions in crisis situations - Basic knowledge of ServiceNow tool. - Knowledge of Active Directory - Knowledge of SCCM / Intune