SummaryThe Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.Scope of workTechnical support of equipment, systems and applications, such as:Microsoft desktop and server operating systems;Desktop applications; email and browsers; printers, fax, VPN clients;Site communication and connectivity equipment such as routers;DutiesServing as the first point of contact for users seeking technical assistance over the phone or emailPerforming troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.Fulfill service requests for assets and services (part replacements, on-site repairs).Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.Dispatch Field Technicians and follow up on field and site-related issues.Document and update all interactions in a state-of-the-art ITSMEscalate incidents and problems to Level 2 teams (and vendors) if/as required.Qualifications and SkillsEducation: Diploma or degree in Computer Science, Information Technology, or related field.Experience: 2-4 years of experience in technical support or IT service desk roles.Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.Technical Skills:Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).Basic understanding of ITIL practices is preferred.Use of ITSMs (ticketing systems like ServiceNow or Remedy)Soft Skills:Excellent communication and interpersonal skills.Strong analytical and problem-solving abilities.Ability to work independently and as part of a team.Fluent in English with native-level proficiencyWork ConditionsMust be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.CPIC clearance and strict adherence to PCI standardsPhysical ability to lift and carry equipment weighing up to 20kg.Key Performance IndicatorsFirst Call Resolution Rate.Average Time to Resolve Tickets.Customer Satisfaction Scores (CSAT).SLA Compliance Rates.
