Service Desk

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Job Description

Single Point of Contact of users both internal and external.
Receiving, logging, and managing calls via telephone and email.
Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
Prepares reports and assure that information is readily available.
Other job-related activities that may be assigned from time to time.

Minimum Qualifications

Experience & Technical Skills

Security Awareness

Understands and follows security and access control policies
Identifies and escalates potential security incidents (e.g., phishing, compromised accounts)
Handles user data and system access with strict confidentiality and compliance
Applies secure troubleshooting practices to protect users information
Ensures proper verification of users before performing accountrelated actions

Soft Skills & Work Habits

Excellent communication and customer service skills across calls and emails
Strong analytical thinking with logical and structured troubleshooting
Demonstrated ownership, accountability, and reliable followthrough
Good attitude, including professionalism, willingness to learn, and a positive approach during challenging situations
Fast learner who adapts quickly to new tools, processes, and environments
Consistent and accurate documentation practices
Consistent punctuality and strong attendance record
Flexible with rotation schedules, including shifting hours, weekends, and holidays as required