The Senior Service Desk Agent serves as the primary point of contact for end-user IT support while providing advanced troubleshooting, ticket management, and operational guidance to the Service Desk team. The role ensures timely resolution of incidents, adherence to SLA targets, high customer satisfaction, and continuous service improvement initiatives
Key Responsibilities
Technical Skills Windows 10/11 Administration Microsoft 365 / Outlook Active Directory & Azure AD ServiceNow or similar ITSM tools VPN & Remote Access Support Basic Networking (TCP/IP, DNS, DHCP) Remote Support Tools Incident, Problem & Change Management awareness Soft Skills Excellent verbal and written communication Solid customer service orientation Analytical and problem-solving abilities Leadership and mentoring capability Time management and multitasking Stakeholder management and escalation handling
Skill Requirements
Technical Skills Windows 10/11 Administration Microsoft 365 / Outlook Active Directory & Azure AD ServiceNow or similar ITSM tools VPN & Remote Access Support Basic Networking (TCP/IP, DNS,
DHCP) Remote Support Tools Incident, Problem & Change Management awareness Soft Skills Excellent verbal and written communication Strong customer service orientation Analytical and problem-solving abilities Leadership and mentoring capability Time management and multitasking Stakeholder management and escalation handling
Other Requirements
Experience 4–7 years of experience in IT Service Desk / Technical Support. Experience handling priority incidents and business-critical users. Working knowledge of ITIL processes preferred. Qualifications Bachelor's degree in Computer Science, Information Technology, or relevant field. ITIL Foundation Certification preferred. ServiceNow certification is an added advantage