Advanced Service Desk Resolution Management - NYGC Services Inc.

Job Description

Description

We are seeking an experienced Advanced Service Desk Resolution Management professional to join our team in Southeast Asia. The ideal candidate will possess a strong background in IT support and service desk operations, with a focus on resolving complex technical issues efficiently and effectively.

• Provide advanced technical support for service desk operations, ensuring quick resolution of escalated issues.
• Analyze and identify trends in service desk incidents to improve overall service quality.
• Collaborate with IT teams to implement solutions and workarounds for recurring problems.
• Create and maintain documentation for technical procedures and troubleshooting steps.
• Train and mentor junior service desk staff on advanced resolution techniques and tools.

• 2-4 years of experience in a service desk or IT support role, preferably in a fast-paced environment.
• Strong knowledge of ITIL principles and service desk best practices.
• Proficiency in ticketing systems (e.g., ServiceNow, Zendesk) and remote desktop support tools.
• Excellent problem-solving skills and ability to analyze technical issues.
• Strong communication skills, both written and verbal, to interact with technical and non-technical stakeholders.
• Experience with incident management and resolution processes.
• Familiarity with networking concepts, operating systems, and common software applications.