IT IS_Service Desk

Key Responsibilities:

• User Support & Issue Resolution

  : Provide first-level support for users via phone, email, and chat, addressing IT-related issues such as

  password resets

  ,

  software installations

  ,

  network connectivity issues

  ,

  printer problems

  , and other technical issues.

• Incident Management

  : Log and categorize all incidents and service requests in the

  Service Desk ticketing system

  , ensuring detailed documentation of each issue and its resolution.

• Problem Identification & Troubleshooting

  : Identify root causes of issues and perform basic troubleshooting to resolve them, escalating complex problems to the appropriate second- or third-line support teams when necessary.

• Service Request Management

  : Process and track

  IT service requests

  (e.g., access requests, software installations, new hardware, etc.) and ensure timely delivery in accordance with SLAs.

• Knowledge Management

  : Maintain a

  knowledge base

  of common issues and solutions to increase efficiency and improve service delivery. Update and share this knowledge regularly.

• Hardware & Software Support

  : Provide support for both

  hardware

  (e.g., PCs, laptops, printers, mobile devices) and

  software

  (e.g., operating systems, office productivity tools, applications) used by the organization.

• Escalation & Communication

  : Ensure proper communication with end-users, providing status updates on ongoing issues. Escalate unresolved issues to the appropriate higher-level support teams and monitor resolution progress.

• Account Management

  : Assist with

  user account management

  tasks, including password resets, access provisioning, and maintaining user profiles in

  Active Directory

  ,

  Microsoft 365

  , or other identity management systems.

• System Maintenance & Updates

  : Assist in the deployment of patches and software updates, including

  operating system

  and

  application updates

  for desktops and laptops.

• IT Asset Management

  : Help with tracking and inventorying IT assets (e.g., hardware, software licenses) and ensure that assets are allocated and returned in accordance with company policies.

• Training & Guidance

  : Provide basic

  training

  to end-users on new software, systems, or IT tools, ensuring users are equipped to use technology efficiently.

• Security Awareness

  : Ensure security best practices are followed by users, including password policies, multi-factor authentication (MFA), and the safe handling of sensitive information.

• Customer Service

  : Provide excellent customer service, maintaining professionalism, patience, and effective communication while resolving technical issues.

Required Qualifications & Skills:

• 3-5 years

  of experience in an

  IT Service Desk

  ,

  helpdesk

  , or

  technical support

  role.
• Basic understanding of

  ITIL

  processes and service management concepts.
• Strong knowledge of

  Windows

  and

  macOS

  operating systems, including system settings and software installation.
• Familiarity with

  Microsoft Office Suite

  (Word, Excel, Outlook, etc.) and productivity tools (e.g.,

  Google Workspace

  ).
• Basic networking knowledge, including troubleshooting

  Wi-Fi

  ,

  LAN

  , and

  VPN

  connectivity issues.
• Experience with

  ticketing systems

  such as

  ServiceNow

  ,

  Jira Service Desk

  , or

  Zendesk

  .
• Excellent communication skills, with the ability to explain technical issues in simple terms to non-technical users.
• Strong customer service skills, with a positive and helpful attitude.
• Familiarity with

  Active Directory

  for user management (password resets, account creation, permissions).
• Ability to troubleshoot hardware and software issues and perform basic diagnostics.
• Strong attention to detail and organizational skills to manage multiple service requests and issues efficiently.
• Ability to work under pressure and prioritize tasks in a fast-paced environment.