Senior Secialist/Assistant Manager

We are seeking a skilled IT Service Desk Technician to join our team. The ideal candidate will be responsible for providing first-level technical support and assistance to our end users (employees and clients). This role requires excellent problem-solving skills, a strong understanding of IT systems, strong analytical skills, solid understanding of IT systems and processes, and the ability to communicate effectively with users at all levels. Key Responsibilities: Serve as the first point of contact for all IT-related inquiries and issues. Provide first-level technical support to end-users via ServiceNow ticketing system, phone, email, and teams chat. Log, manage, and prioritize service desk tickets to ensure timely resolution. Troubleshoot and resolve basic hardware and software issues. Assist with password resets, account unlocks, and other routine IT tasks. Escalate complex issues to higher-level support teams as necessary. Maintain accurate documentation of issues and resolutions. Provide excellent customer service and ensure user satisfaction. Collaborate with other IT team members to improve support processes. Stay updated with the latest IT trends and technologies. . Qualifications: Bachelors degree in Information Technology, Computer Science, or related field. 2+ years of experience in an IT support role. Strong knowledge of Windows and Mac operating systems. Familiarity with network protocols and troubleshooting. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Certification in ITIL or CompTIA A+ is a plus. Required Certifications: CompTIA A+: This certification covers essential IT skills and is ideal for entry-level IT support roles 1. ITIL Foundation: This certification provides a basic understanding of IT Service Management (ITSM) and is widely recognized in the industry Shift Timings and Work Hours: Shift Timings: Rotational shifts including morning, evening, and night shifts. Work Hours: 8-hour shifts with a 1-hour break, totaling 9 hours per shift. Availability: Must be available to work weekends and holidays as needed.