Service Desk Agent

Service Desk Agent

Key Responsibilities

• Provide professional, multilingual-friendly L1 support through voice, chat, email, portal, and virtual-assistant hand-off channels, delivering a consistent and contextual user experience.
• Log, categorize, prioritize, and resolve incidents and service requests accurately in ServiceNow, ensuring complete troubleshooting notes, user impact, evidence, and closure confirmation.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, access, printer, and common business-application issues.
• Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions, and one-click fixes before escalating to resolver groups.
• Maintain ownership throughout the ticket lifecycle, provide timely user updates, avoid unnecessary reassignments, and escalate with clear diagnostics and supporting evidence.
• Recognize major-incident symptoms, VIP/high-impact scenarios, and recurring patterns, and promptly engage the escalation desk or designated support teams.
• Promote self-service, virtual assistant, and knowledge adoption while capturing user feedback and knowledge gaps for continuous improvement.
• Participate in KT, coaching, calibration, assessments, transition activities, hypercare, and continuous service-improvement initiatives.

Requirements & Tech Stack

• Hands-on exposure to Nexthink, with the ability to proactively monitor endpoint health, identify potential issues on users' devices, and support timely diagnosis and resolution before service impact occurs.