RRN00017022 – Service Desk Associate

Provide L1 technical support through the IT Service Desk, troubleshoot user issues, document incidents and resolutions in ITSM tools, and support users through voice, email, chat and remote desktop. The role focuses on Service Desk management, incident handling, Microsoft 365, Active Directory, hardware/software troubleshooting, SLA management and customer support.

Required Skills 0–2 years in IT Service Desk or Technical Support Service Desk Management Incident Management

ITSM tools such as

ServiceNow BMC Remedy Other ticketing systems Microsoft 365 / O365 MS Office Suite Active Directory Hardware/software troubleshooting SLA and ticket lifecycle understanding Remote-user support Remote troubleshooting tools Strong verbal communication with neutral accent Strong written communication and email etiquette Problem-solving and analytical skills Customer-service orientation Ability to handle high call volumes and irate customers ITSM documentation Preferred / Additional Skills Voice-based technical support Email/chat support Remote desktop support Experience working with ticketing systems Ability to work under pressure Customer issue diagnosis and resolution