Information Technology Service Desk

Role: IT Service DeskSite: BGCWork Setup: OnsiteEssential Responsibilities and DutiesProvides First and second-line investigation and diagnosisResolves and closes incidents/service requests as per Service desk procedures & allocated timelinesEscalates unresolved incidents/service requests within agreed timescalesLogs relevant incident/service request details per Service desk proceduresCommunicates with client regarding incident progressEnsures tickets are always updated until issues are resolvedManaging, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.Resolving technical issues quickly and efficientlyInstalling and configuring necessary software and meeting end-user needsEscalating any serious problems to relevant departments and teamsEnsuring optimal network performancePerforming system updates, tests, and maintenance to avoid service interruptionsMonitoring and reporting service desk ticketsAnalyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problemsProducing user manuals and guidance for end-usersCreates/maintains documentation on Back DeskSpecial events coverageLocal network support and/or assists centralized Network teamHardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshootingUser account creation/deletion and file permissionsLaptop / Desktop Backup management and maintenanceAssist all Joiners, Movers and Leavers tasks in the respective siteInvolve in Stock and Asset Management activities and coordinate with Stock ManagementQualificationsBachelor's Degree or completed at least 2 years in college with no back subjects, Associate Graduate, College GraduateAt least 2-5 years relevant ITSD experienceExperience in resolving ticketsAbility to work independently and take initiativeStrong communications skills, both written and oralMaintains strong attention to detail in high-pressure situationsWillingness to work flexible hours when neededImmediate joiners are preferredUpdated resume is required