Senior Service Desk Technician
Core
Senior Service Desk Technician providing first-level technical support via phone, email, and chat, troubleshooting hardware/software issues, and managing incidents within defined service levels.
Role type
Senior Service Desk Technician
Builds
IT support services for end users
Domain
IT Service Management / Intelligent Workplace
Deliverable
client delivery
Required skills
troubleshooting hardware and software, incident management, ticketing systems (e.g., ServiceNow), knowledge base maintenance, mentoring, remote support tools, rostering
Preferred skills
customer-first mindset, clear communication, process improvement, continuous learning, time management
Responsibilities
Providing first-level support for issues via phone, email, and chat; Troubleshooting hardware, software issues, escalating where required; Managing and resolving incidents within defined service levels; Accurately logging all interactions and maintaining high ticket quality; Supporting and training other Service Desk team members as needed; Monitoring service queues and ensuring prompt responses to requests; Assisting with the upkeep of knowledge base articles and improving support processes
Seniority
Senior, hands-on IC with mentoring responsibilities
