Service Desk Agent

Job Summary

Sr Systems Engineer responsible for providing high quality service desk and application support for enterprise users in a global MNC work from office environment. Role focuses on incident resolution request fulfillment and proactive problem prevention while ensuring stable business operations. Exposure to warehouse management concepts is highly valued.

Responsibilities

• Handle day to day service desk tickets by analyzing issues identifying root causes and providing timely resolutions that restore user productivity and minimize business disruption
• Deliver application support for business critical systems by monitoring performance troubleshooting functional errors and coordinating fixes with internal teams to maintain stable operations
• Manage incident lifecycle by logging categorizing prioritizing and tracking issues in the ticketing tool while ensuring clear documentation of steps and outcomes for future reference
• Collaborate with cross functional teams by sharing detailed technical observations reproducing issues where required and supporting testing activities to accelerate permanent fixes
• Implement knowledge centered support by creating and updating user friendly articles troubleshooting guides and standard operating procedures that improve first contact resolution rates
• Coordinate with stakeholders by communicating incident impacts progress updates and resolution timelines in a clear and empathetic manner to sustain trust in technology services
• Execute standard change and release activities by following documented procedures validating prerequisites and performing post implementation checks to avoid service degradation
• Monitor recurring incidents by reviewing historical ticket patterns highlighting systemic problems and recommending preventive actions that reduce repeat calls to the service desk
• Support service level objectives by managing personal queues adhering to response and resolution targets and escalating complex cases promptly to maintain agreed service quality
• Assist in application access management by processing provisioning and deprovisioning requests validating approvals and performing regular reviews to uphold security and compliance expectations
• Contribute to continuous improvement by suggesting automation opportunities refining support scripts and adopting new tools that streamline service desk workflows and reduce manual effort
• Engage with business users by understanding their operational context especially in areas influenced by warehouse management practices to provide support that aligns with real world process needs
• Participate in team discussions and knowledge sharing sessions by presenting resolved cases lessons learned and technology updates that upskill colleagues and strengthen overall support maturity
  
  

Qualifications

• Possess hands on experience in service desk operations by supporting end users through phone chat and ticketing channels while maintaining high satisfaction scores and professional communication
• Demonstrate strong application support capabilities by diagnosing issues across operating systems commonly used productivity tools and line of business applications with methodical troubleshooting techniques
• Apply understanding of incident and request management processes by working within structured frameworks and ticketing platforms such as enterprise level service management tools
• Utilize awareness of warehouse management concepts where applicable by understanding order flows inventory transactions and basic logistics operations to interpret functional issues more accurately
• Communicate clearly with technical and non technical stakeholders by using precise language documenting cases comprehensively and adapting explanations to different levels of technical familiarity
• Organize workload efficiently by balancing multiple tickets following prioritization guidelines and maintaining attention to detail while working in a day shift office based environment
  
  

Certifications Required

ITIL Foundation certification or equivalent service management credential is preferred for this role Show more Show less