First-line Support: Act as the initial contact for users experiencing IT issues via phone, email, and ticketing system.
Incident Management: Accurately log, prioritize, and manage support tickets, ensuring timely resolution or escalation.
Troubleshooting: Diagnose and resolve hardware, software, and network-related problems with a focus on first-contact resolution.
System Maintenance: Assist with user administration tasks, including account creation, password resets, and system access management.
Escalation: Escalate complex or unresolved issues to the appropriate higher-tier support teams with detailed documentation.
Collaboration: Work collaboratively with other IT teams and departments to resolve issues and improve service delivery.
Operating systems: Solid familiarity with common operating systems, primarily Windows, is expected. as is an understanding of navigating system files, settings, and the control panel.
Networking basics: A basic grasp of networking principles is necessary for troubleshooting connectivity issues. This includes understanding TCP/IP, DNS, DHCP, and how to configure network settings.
Hardware and software troubleshooting: Candidates should demonstrate a basic understanding of computer
Problem-solving and analytical thinking: The ability to approach a problem logically, gather information, and follow a troubleshooting process is the single most important skill. This shows that the candidate can learn and solve issues independently.
Communication: A Service Desk agent must be able to translate complex technical information into clear, simple language for non-technical users. Excellent verbal and written communication is critical for phone support, ticket logging, and user-facing emails.
Customer service and empathy: This role is often a customer-facing position, and employees will interact with frustrated or stressed users. A patient, calm, and friendly demeanor is essential for creating a positive support experience.
Patience and stress management: The ability to remain calm under pressure and handle multiple urgent requests simultaneously is a key attribute for success in a busy Service Desk environment.
Resourcefulness and initiative: An excellent entry-level candidate is a self-starter who knows how to find answers by using knowledge bases, documentation, and online resources. They show a willingness to learn without constant supervision.
