Service Desk Agent

Skill
- Service desk Agent

Experience - 2 to 6 years

Location
- Noida

JD

Desired Competencies (Technical/Behavioral Competency)

The Service Desk Agent is the first point of contact for end-users, responsible for logging, categorizing, and resolving IT-related incidents and service requests. This role requires strong communication skills, technical troubleshooting ability, and a customer-centric approach

Main Activities
· Handle incoming calls, emails, and chat requests from users.
· Log incidents and service requests accurately in the ticketing system.
· Provide first-level troubleshooting for hardware, software, and network issues.
· Escalate unresolved issues to appropriate support teams.
· Follow up on open tickets to ensure timely resolution.
· Maintain knowledge base articles and update documentation.
· Ensure compliance with SLAs and ITIL processes.
· Communicate effectively with users regarding status and resolution.
· Identify recurring issues and suggest improvements.

Must-Have

· Experience with ITSM tools (Service Now).

· Basic knowledge of Windows OS, MS Office, and common enterprise applications.

· Strong communication and customer service skills.
· Ability to work in shifts and handle high-volume requests.

· Problem-solving and analytical skills.

· Familiarity with ITIL concepts (Incident, Request, Escalation). Reporting & Documentation - Ability to generate reports, maintain logs, and document incidents accurately.

· Understanding thresholds, KPIs, and how to interpret alerts

Good to have

· Knowledge of Active Directory, remote desktop tools.

· Basic networking concepts (IP, DNS, VPN).