Service Desk Agent

hace 2 semanas

Cadiz, España Fujitsu A tiempo completo

Job descriptionRole PurposeTo serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first-level support to ensure minimal disruption to business operations.Key ResponsibilitiesIncident ManagementProvide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity.Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates.Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution.Follow established incident management processes and procedures to ensure consistent and effective service delivery.Problem ManagementIdentify and document recurring incidents to identify underlying problems.Contribute to the problem management process by providing information and insights to facilitate root cause analysis.Service Request FulfillmentProcess and fulfill standard service requests, such as password resets, software installations, and

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