IT SERVICE DESK

Key Responsibilities

· Provide L1 technical support through phone, chat, email, and web-submitted tickets, including requests received through the ServiceNow self-service portal.

· Log, categorize, prioritize, update, resolve, and close incidents and service requests in ServiceNow with complete troubleshooting and resolution notes.

· Perform initial diagnosis and troubleshooting for Windows, Microsoft 365, Outlook, Teams, VPN, network connectivity, browsers, printers, peripherals, software, and basic hardware issues.

· Provide approved first-level IAM support using On-Premises Active Directory, Microsoft Entra ID, and SailPoint, including password resets, account unlocks, MFA, and access-related troubleshooting.

· Validate user identity and follow security, privacy, access-control, and authorization procedures before completing account-related requests.

· Use remote-support tools, knowledge articles, standard operating procedures, and troubleshooting guides to improve first-contact resolution.

· Escalate unresolved or out-of-scope issues to the appropriate L2/L3, application, infrastructure, network, security, or IAM support team.

· Monitor assigned tickets and queues, provide timely updates, follow up with users, and meet established SLA, quality, productivity, and schedule-adherence expectations.

· Communicate technical information clearly to non-technical users and maintain a professional, customer-focused experience across all channels.

· Identify outdated or missing knowledge articles and support continuous improvement of Service Desk processes and documentation.

· Participate in major incident support, business continuity activities, shift handovers, and other operational tasks as assigned.

Required Qualifications

· Experience in a Service Desk, Help Desk, technical support, or IT customer-support environment is preferred.

· Familiarity with ServiceNow or a comparable ITSM and ticketing platform.

· Familiarity with or hands-on experience using the Amazon Connect softphone to manage inbound and outbound customer-support calls.

· Practical understanding of IAM tools and concepts, including On-Premises Active Directory, Microsoft Entra ID, SailPoint, MFA, password resets, account unlocks, and access troubleshooting.

· Basic network troubleshooting knowledge, including LAN, Wi-Fi, internet, VPN, TCP/IP, IP address, subnet mask, default gateway, and DNS concepts.

· Ability to use basic diagnostic commands such as ipconfig, ping, tracert, and nslookup, and to isolate device, network, VPN, authentication, or application issues.

· Basic troubleshooting experience with Windows, Microsoft 365, Outlook, Teams, OneDrive, web browsers, printers, peripherals, audio devices, software, and remote-work connectivity.

· Basic understanding of ITIL/ITSM practices, including incident management, service requests, prioritization, escalation, and SLA management.

· Awareness of information-security practices, phishing risks, identity verification, and appropriate handling of confidential information.

· Basic knowledge of AI tools and technologies, such as Microsoft Copilot and ChatGPT, including their responsible and secure use in a support environment.

· Continuous improvement and learning mindset, with strong critical-thinking skills and the ability to identify recurring issues, inefficiencies, and manual tasks, and to propose automation or process-improvement opportunities.

· Strong verbal and written English communication, customer service, analytical, problem-solving, multitasking, and documentation skills.

· Ability to work independently and collaborate effectively with Service Desk peers and technical resolver teams.

Work Schedule

· Must be amenable to shifting or rotating schedules, including nights, weekends, and holidays, based on business requirements.

· Must have a professional, secure, and distraction-controlled home workspace suitable for phone, chat, email, and ticket-based support.

Preferred Qualifications

· ITIL Foundation certification or equivalent ITSM knowledge.

· Experience supporting enterprise or global users in a 24x7 Service Desk environment.

· Experience with remote-support, endpoint-management, knowledge-management, Major Incident Management and queue-monitoring tools.

· Familiarity with Knowledge-Centered Service (KCS) practices.

Core Competencies

Customer Focus • Technical Troubleshooting • Incident Ownership • Clear Communication • Ticket Documentation • Attention to Detail • Time Management • Adaptability • Teamwork • Security and Process Compliance • Reliability

Preferred Experience

· With Automotive work experience