Service Desk Associate: First-Line IT Support & Enablement

Percona; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Percona is seeking a Service Desk Agent to be the frontline for IT support, handling tickets and chats with a strong focus on incident management and service requests. You will work with IT Operations, Security Operations, Compliance, and Privacy Legal to improve processes and staff experience.

Responsibilities include Level 1 triage, basic tasks, and on-boarding/off-boarding for staff and contractors, with training for new hires on Service Desk processes.

Qualifications

• Handle first-level IT support for incidents, service requests, knowledge, and routine tasks.
• Maintain Service Desk documentation repository and assist other teams.

Responsibilities

• Handle the Service Desk ticket queue and chat as first-level support.
• Work cross-functionally with IT Operations, Security Operations, Compliance and Privacy Legal.
• Take on Level 1 support and triage for IT Operations and Security Operations.
• Handle basic tasks and change requests; redirect issues to the next level of support.
• Provide quick resolution and excellent customer service; keep end-users informed.
• Onboard/offboard Percona staff and external contractors; train new hires on Service Desk processes.

Skills

Incident management

Request fulfillment

First-level support

Documentation

Tools

Ticketing system

Job description

Percona is seeking a Service Desk Agent to be the frontline for IT support, handling tickets and chats with a strong focus on incident management and service requests. You will work with IT Operations, Security Operations, Compliance, and Privacy Legal to improve processes and staff experience.

Responsibilities include Level 1 triage, basic tasks, and on-boarding/off-boarding for staff and contractors, with training for new hires on Service Desk processes.