Service Desk Associate
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Key skills for this role
About the Role
Sukoon Insurance is hiring a Service Desk Associate for a 1-year contract to provide first-level IT support, incident management, and service request fulfillment. The role requires 4+ years of experience in service desk/IT support, with skills in Windows OS, O365, Active Directory, and ITSM tools.
Key Skills for This Role
Responsibilities
- Manage incidents and service requests by logging, categorizing, and prioritizing tickets using ITSM tools
- Provide troubleshooting support for end user computing devices, operating systems, business applications, and network access issues
- Handle standard service requests including user access provisioning, password resets, and software installations
- Follow ITIL aligned processes and ensure proper ticket lifecycle management
- Identify complex issues and escalate them to L2/L3 teams with detailed analysis
- Provide professional, customer focused support and communicate with users on issue status
- Contribute to the knowledge base by creating and updating articles for recurring issues
- Monitor system alerts and service dashboards, and identify trends and recurring incidents
Requirements
- Minimum 4 years of experience in Service Desk / IT Support role
- Strong hands on experience with Windows OS, O365, enterprise applications, Active Directory, and basic networking (DNS, DHCP, VPN)
- Familiarity with ITSM tools and endpoint/remote support tools
- Solid understanding of ITSM/ITIL processes, including Incident, Request, and Problem Management
- Excellent communication, customer service, problem solving, and analytical skills
- Ability to work effectively in fast paced, SLA driven environments
- ITIL Foundation certification (preferred)
Full Job Posting
Job Purpose
- The Service Desk / IT Support professional is responsible for delivering first level technical support and efficient incident and request management.
- The role focuses on resolving end user issues, fulfilling service requests, and maintaining high service quality in alignment with ITIL processes, SLAs, and organizational standards.
Key Responsibilities
- Manage incidents and service requests by logging, categorizing, and prioritizing tickets using ITSM tools (e.g., ServiceDesk Plus)
- Provide troubleshooting support for end user computing devices, operating systems, business applications such as O365, and network access issues
- Handle standard service requests by providing user access provisioning, password resets, and software installations
- Follow ITIL aligned processes including Incident Management, Request Fulfilment, Access Management, and supporting Problem Management
- Identify complex issues and escalate them to L2/L3 teams with detailed analysis
- Provide professional, customer focused support while effectively communicating with users on issue status
- Use and contribute to the knowledge base by creating and updating articles for recurring issues
- Monitor system alerts and service dashboards, and identify and report trends and recurring incidents
Key Skills
- Strong hands on experience with Windows OS, O365, enterprise applications, Active Directory, and basic networking (DNS, DHCP, VPN)
- Familiarity with ITSM tools and endpoint/remote support tools
- Solid understanding of ITSM/ITIL processes, including Incident, Request, and Problem Management
- Excellent communication, customer service, problem solving, and analytical skills
- Ability to work effectively in fast paced, SLA driven environments
Qualifications
- Minimum 4 years of experience in Service Desk / IT Support role
- ITIL Foundation certification (preferred)
Additional Information
- Contract role for 1 year
- Salary is aligned with entry level expectations
- Must be able to join immediately
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