Service Desk

Job Description

Provide first-level support and troubleshooting for service desk requests using Jira Service Desk Assist in managing and resolving incidents and service requests efficiently Support Windows Server environments by monitoring and maintaining system health Collaborate with team members to ensure timely resolution of user issues Maintain accurate documentation of incidents service requests and resolutions Participate in continuous learning to enhance service desk and technical skills

Roles and Responsibilities

Utilize Jira Service Desk to log track and manage service requests and incidents

Provide timely and effective support to endusers via phone email or ticketing system

Diagnose and resolve basic hardware software and network issues related to Windows Server

Escalate complex issues to higherlevel support teams when necessary

Follow established service desk procedures and workflows to ensure quality service delivery

Communicate clearly with users to understand their issues and provide appropriate solutions

Assist in maintaining service desk knowledge base and documentation

Contribute to team efforts by sharing knowledge and best practices within the service desk family