IT Service Desk Agent

Job Summary

The IT Service Desk Agent delivers first‑line technical support and customer service by managing help desk tickets and resolving IT issues across hardware, software, and network systems. Acting as the single point of contact for end‑users, the role ensures timely resolution, accurate documentation, and adherence to service management principles to maintain smooth IT operations.

Job Responsibilities 1

Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Act as a single point of contact assistance for IT Service Desk regarding IT issues and queries.

Receive, log and manage calls from internal staff via telephone and email and Log Tickets in the Manage Engine tool on behalf of users.

Respond to the tickets / problem /change reported by IT users predominantly through Voice Interaction and though email.

Take necessary action via resolution of all assigned issues (over phone or remote)

Take ownership of all the logged incidents and provide end to end support to the users.

Monitor the service desk tool for open and pending incidents and follow up the status of problem on behalf of the user and communicate progress in a timely manner.

Maintain a high degree of customer service for all the support queries and adhere to all service management principles.

Handle service desk function effectively-ticket assignment, monitoring and closing.

Maintain accurate and up to date records of all the tickets and closely monitoring the progress on the task assigned to technicians and assisting them to provide /exchange the required information.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Technical Troubleshooting Skills – Strong understanding of computer hardware, software, networking, and operating systems.

Ticketing & Documentation Proficiency – Ability to log, track, and document issues accurately in service desk systems.

Customer Service & Communication – Excellent interpersonal skills to interact professionally and guide users effectively.

Problem Analysis & Resolution – Capability to diagnose root causes and apply structured troubleshooting methodologies.

ERP & System Knowledge – SAP functional skills required to support ERP‑related IT queries.

Job Experience

Minimum 2–4 years of IT support/service desk experience, with proven ability to resolve end‑user issues efficiently.

Hands‑on experience with ticketing systems (e.g., ManageEngine, ServiceNow) and remote support tools.

ERP exposure preferred, with SAP functional skills considered an advantage.

Competencies

Education