IT Service Desk

Job description

The Service Desk Associate (L1) provides first-line IT support to end users through voice, chat, email, and self-service channels. The role focuses on incident logging, service request fulfillment, basic troubleshooting, First Contact Resolution (FCR), and delivering a positive customer experience while meeting SLA commitments.

Key Responsibilities

Provide Level 1 support through voice and chat channels.
Log, categorize, prioritize, and assign incidents and service requests.
Perform initial diagnosis and troubleshooting following standard procedures.
Resolve common issues at first contact whenever possible.
Escalate unresolved incidents to L1.5/L2 support teams as required.
Follow Knowledge Base Articles (KBAs), SOPs, and work instructions.
Maintain accurate and detailed ticket documentation in ServiceNow.
Communicate effectively with end users regarding ticket progress and resolution.
Meet SLA, productivity, quality, and customer satisfaction targets.
Participate in shift handovers and support 24x7 operations.

Required skills

customer experience it support level 1 support servicenow service desk sla self-service sops basic troubleshooting chat support email support service request fulfillment end user support fcr knowledge base articles first contact resolution shift handovers incident logging voice support 24x7 operations kbas ticket documentation

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