Service Desk

ITSD_ BGC

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