Service Desk Agent

Skill- Service desk Agent

Experience - 2 to 6 years

Location- Noida

JD

Desired Competencies (Technical/Behavioral Competency)

The Service Desk Agent is the first point of contact for end-users, responsible for logging, categorizing, and resolving IT-related incidents and service requests. This role requires strong communication skills, technical troubleshooting ability, and a customer-centric approach

Main Activities Handle incoming calls, emails, and chat requests from users. Log incidents and service requests accurately in the ticketing system. Provide first-level troubleshooting for hardware, software, and network issues. Escalate unresolved issues to appropriate support teams. Follow up on open tickets to ensure timely resolution. Maintain knowledge base articles and update documentation. Ensure compliance with SLAs and ITIL processes. Communicate effectively with users regarding status and resolution. Identify recurring issues and suggest improvements.

Must-Have

Experience with ITSM tools (ServiceNow).

Basic knowledge of Windows OS, MS Office, and common enterprise applications.

Strong communication and customer service skills. Ability to work in shifts and handle high-volume requests.

Problem-solving and analytical skills.

Familiarity with ITIL concepts (Incident, Request, Escalation). Reporting & Documentation - Ability to generate reports, maintain logs, and document incidents accurately.

Understanding thresholds, KPIs, and how to interpret alerts

Good to have

Knowledge of Active Directory, remote desktop tools.

Basic networking concepts (IP, DNS, VPN).