Service Desk Agent

Role: Service Desk Agent

Key Responsibilities

• Provide professional, multilingual-friendly L1 support through voice, chat, email, portal, and virtual-assistant hand-off channels.
• Log, categorize, prioritize, and resolve incidents and service requests accurately in ServiceNow.
• 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.
• Maintain ownership throughout the ticket lifecycle, provide timely user updates, and avoid unnecessary reassignments.
• Recognize major-incident symptoms, VIP/high-impact scenarios, and recurring patterns, and promptly engage escalation teams.
• Promote self-service, virtual assistant, and knowledge adoption, capturing user feedback and knowledge gaps.
• Participate in KT, coaching, calibration, assessments, transition activities, hypercare, and continuous service-improvement initiatives.

Requirements & Tech Stack

• Experience with ServiceNow.
• Proficiency in troubleshooting Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, access, printer, and common business-application issues.
• Experience with remote support tools and guided diagnostics.
• Familiarity with escalation procedures and major incident management.