Service Desk Technician
Core
First point of contact for customers seeking technical support, troubleshooting issues and ensuring exceptional customer experience.
Role type
Service Desk Technician (Level 1 Support)
Builds
IT support services for customers
Domain
IT Service Management / Customer Support
Deliverable
client delivery
Required skills
troubleshooting, incident management, escalation, customer service, communication, procedure adherence, learning new technologies
Preferred skills
customer-facing experience, attention to detail, resilience, team collaboration
Responsibilities
Provide first-level support and troubleshooting via phone and other channels; Log, manage and resolve service requests and incidents; Escalate complex issues to specialized teams; Deliver high-standard customer service; Collaborate with internal teams and vendors; Contribute to continuous improvement initiatives.
Seniority
Entry to Mid-level, hands-on IC