A. Overall Purpose Of The Job

As a member of the Service Desk team, this position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.

B. Key Responsibilities

The scope of responsibilities includes the following:

. Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).

. Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
. Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
. Escalate unresolved issues to relevant next level support team (L2/L3)
. Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk .
Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
.Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards

. Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.

. Perform regular out of office hours on call duties as per operational needs

. Oversee DSAT feedbacks and take corrective action

. Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.

. Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.

. Provide reports upon stakeholder requests to list the active users or users associated with a specific application.

. Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration

. Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following:

o OS imaging, deployment, upgrade, and tracking (Windows and Mac)

o Endpoint device management

o Hardware refresh

. Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team

. Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.

. Communicate effectively with end-users, keeping them informed of the status of incidents and requests.

. Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.

C. Job Profile

. Required Qualifications

. Degree/Diploma in Computer Science, Information Technology, or related field . Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles

. Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.) . Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.

. Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer

. Possess an ITIL v3 and above Foundation certification is an advantage

. Knowledge of user access management processes and tools such as Sailpoint or OKTA is a plus.

Required Competencies

. Excellent written and verbal communication skills

. A minimum of 3 years of experience in a 24X7 service desk or technical support role

. Good interpersonal and problem-solving skills

. Able to multitask and prioritize the tasks accordingly

. Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment . Capacity to learn and adapt to new technologies fast

. Ability to proactively carry out tasks independently or with minimal supervision .

. Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations.