Description
We are seeking a dedicated Service Desk Agent to be the first point of contact for IT support within our dynamic Venues & Events Operations. This role is responsible for managing all incoming IT-related incidents, service requests, and inquiries, providing exceptional customer service. You will perform initial troubleshooting for a wide range of hardware, software, network, and application issues, aiming for first-level resolution to enhance user experience. The ideal candidate will meticulously log, categorize, and prioritize all tickets within our ITSM system, adhering strictly to SLAs. You will escalate complex problems to senior technical teams with clear documentation and maintain constant communication with users regarding their ticket status. This position requires a service-oriented mindset, strong analytical skills, and the ability to thrive in a fast-paced, event-driven environment. Your contribution to updating our knowledge base and participating in major incident management will be crucial for our continuous improvement. Ultimately, you will ensure compliance with all IT policies and support seamless IT operations for our critical events.
Requirements
1. Minimum 5 years of work experience in the IT industry, with at least 3 years in a hands-on IT Service Desk or technical support role.
2. Demonstrated knowledge of incident, service request, and problem management based on ITIL best practices.
3. Proven ability to efficiently diagnose and troubleshoot hardware, software, and basic network issues.
4. Proficiency in supporting the Microsoft 365 suite, including Outlook, Teams, SharePoint, and OneDrive.
5. Hands-on experience with Active Directory for user management tasks like password resets, account unlocks, and group membership.
6. Solid understanding of VPN, Wi-Fi, and basic networking fundamentals for troubleshooting connectivity issues.
7. Experience using ITSM systems for logging, categorizing, prioritizing, and monitoring tickets to meet SLAs.
8. Experience supporting user onboarding and offboarding processes, including account creation and access provisioning.
Desirable
1. Bachelor's degree in Engineering, Information Technology, or Computer Science.
2. ITIL Foundation certification is highly preferred.
3. Experience working in a high-pressure, fast-paced events-based environment.
4. Familiarity with participating in major incident management processes.
5. Experience contributing to knowledge management by creating and updating knowledge base articles and FAQs.