Service Desk SME

Job Description :

• Provide Level 1 technical support through phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, track, and resolve incidents and service requests.
• Troubleshoot hardware, software, operating system, network, VPN, email, and application issues.
• Perform password resets, account unlocks, and basic access-related activities.
• Follow incident, request, escalation, and knowledge-management processes.
• Monitor and meet SLA/KPI targets for response and resolution.
• Escalate unresolved issues to appropriate Level 2/Level 3 teams.
• Maintain accurate ticket documentation and resolution notes.
• Create and update knowledge articles and standard operating procedures.
• Provide regular communication to users regarding ticket status and resolution.
• Support onboarding/offboarding activities as required.

Required Skills

• Service Desk / Help Desk / IT Support experience.
• ITIL-based incident and request management knowledge.
• Experience with ServiceNow or other ITSM tools.
• Windows 10/11, Microsoft 365, Active Directory, VPN, and basic networking knowledge.
• Strong troubleshooting and customer-service skills.
• Excellent verbal and written communication.