Service Desk Technician I

• Acts as the primary point of contact for providing customer support via phone, email, chat, and/or self-service
• Determines the best solutions for reported issues using information communicated by the client
• Guides clients through the problem-solving process
• Escalates unresolved issues to the next level of support using well-established processes
• Records information about reported issues and their solutions in the ServiceNow database
• Monitors and updates client statuses and information
• Provides accurate information about IT products or services
• Escalates all customer feedback or suggestions to the appropriate internal team
• Identifies and suggests possible improvements within procedures
• Collaborates with other members of the IT team and vendors
• Collaborates with other team members within the region
• Performing all other duties assigned by immediate managers
• Adhering to procedures regarding the confidentiality of information
• Participating in all training sessions defined as mandatory

• Educational Qualification: IV, Computer Science and Information Technology
• Licenses/Certifications:
• Foreign Language Proficiency: English language
• Years of Experience: Minimum 1 year

Previous experience in similar or related positions