Service Desk Management

Key Responsibilities:

• Act as the primary point of contact for IT support requests, including troubleshooting hardware, software, and network issues.
• Provide first and second-level support for internal users via phone, email, and remote support tools.
• Diagnose and resolve issues with operating systems (Windows, macOS, etc.), software applications, printers, and other IT-related systems.
• Escalate complex issues to higher-level technical teams when necessary and track resolution progress.
• Perform hardware and software installations, configurations, and updates for workstations, laptops, and peripherals.
• Maintain accurate documentation of support incidents, resolutions, and procedures using an IT ticketing system (e.g., ServiceNow, Jira).
• Provide training and guidance to end users on IT systems, software applications, and best practices for security and troubleshooting.
• Ensure adherence to IT policies, security protocols, and company procedures.
• Assist in system maintenance tasks, including patching, backups, and monitoring of IT infrastructure.
• Contribute to continuous improvement initiatives within the IT department, helping to streamline processes and enhance service delivery.

Required Skills and Qualifications:

• 3 to 6 years of experience in an IT Service Desk or technical support role.
• Proficient in diagnosing and resolving common hardware, software, and network issues.
• Strong working knowledge of Windows and macOS operating systems, as well as popular office productivity tools (e.g., Microsoft Office 365).
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Familiarity with ITSM processes and ticketing systems (e.g., ServiceNow, Jira, or similar).
• Excellent communication skills, with the ability to explain technical issues to non-technical users.
• Strong troubleshooting skills, attention to detail, and the ability to prioritize tasks effectively.
• Ability to work independently and as part of a team in a fast-paced environment.
• IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) are a plus.

Preferred Skills and Qualifications:

• Experience in supporting network infrastructure, VPNs, and mobile devices.
• Basic understanding of Active Directory, DNS, DHCP, and other network services.
• Familiarity with cloud technologies, such as Microsoft Azure or Office 365 administration.