Service Desk Technician I

JOB DESCRIPTION: Acts as the primary point of contact for providing customer support via phone, email, chat, and/or self-service.Determines the best solutions for reported issues using information communicated by the client. Guides clients through the problem-solving process.Escalates unresolved issues to the next level of support using well-established processes.Records information about reported issues and their solutions in the ServiceNow database. Monitors and updates client statuses and information.Provides accurate information about IT products or services. Escalates all customer feedback or suggestions to the appropriate internal team. Identifies and suggests possible improvements within procedures.Collaborates with other members of the IT team and vendors.Collaborates with other team members within the region.Performing all other duties assigned by immediate managers HEALTH AND SAFETY AT WORK: Knowledge of all procedures related to employee safety: reporting accidents and workplace injuriesInforming management about any issues that pose a risk to employeesAdherence to safety rules, fire regulations, and all legislation related to health and safetyRESPONSIBILITIES:The employee is responsible for adhering to procedures regarding the confidentiality of information pertaining to:This applies to all existing procedures at the time of employment, as well as any changes/modifications to procedures that may arise due to business needs or changes in legislation. EMPLOYEE TRAINING AND DEVELOPMENT: The employee is required to participate in all training sessions defined as mandatory