Operator, Service Desk

Role Summary: The Service Desk Operator provides first-level technical support to users experiencing IT issues or service interruptions. The role involves logging, categorizing, and prioritizing incidents and service requests based on business impact. The Operator troubleshoots issues, provides guidance or workarounds when possible, and escalates unresolved incidents to the appropriate support teams. All incidents and resolutions are documented in the ticketing system to support knowledge sharing and continuous improvement.

Job Duties & Responsibilities:

• Receive and acknowledge incidents and service requests from end users via phone, email, or the IT Service Management (ITSM) tool (ServiceNow).
• Log tickets in the ITSM system when incidents are reported through phone or email.
• Categorize and prioritize incidents and service requests based on defined service management procedures.
• Provide first-level troubleshooting and technical assistance for software, hardware, network access, and password-related issues.
• Guide users on the proper use of software applications, computer equipment, and remote collaboration tools.
• Contact end users to obtain additional information when tickets lack sufficient details.
• Maintain accurate and up-to-date information in ServiceNow while working on assigned tickets.
• Escalate incidents or service requests that cannot be resolved at the Service Desk to the appropriate support groups.
• Monitor and review the backlog of open tickets to ensure timely resolution and proper follow-up.
• Document troubleshooting steps and resolutions to support future issue resolution and knowledge base improvements.
• Encourage users to complete satisfaction surveys after ticket resolution.
• Support user awareness and training on how to properly submit service requests and incidents through the ITSM tool.

Education & Experience:

• Technical Diploma in Computer Programming, Electronics, Information Technology, or a related field.
• Minimum 2+ years of experience in an IT Service Desk, Technical Help Desk, or Technical Support Call Center environment.

Skills:

• Strong technical troubleshooting and problem-solving skills.
• Familiarity with IT Service Management (ITSM) tools; experience with ServiceNow is preferred.
• Good understanding of incident and request management processes.
• Proficiency in English communication (written and verbal).
• Strong interpersonal and customer service skills.
• Analytical thinking and attention to detail.
• Ability to prioritize tasks in a fast-paced environment.
• Team-oriented mindset with strong collaboration skills.
• Working knowledge of remote collaboration tools such as Microsoft Teams.