Service Desk Specialist

About the Role:

Service Desk Specialist

Key Responsibilities:

• Incident Management:

  Receive, log, and resolve end-user requests related to hardware, software, and networking issues via phone, chat, email, or ticketing system.

• Troubleshooting:

  Diagnose and resolve issues related to Windows/macOS systems, Microsoft 365, VPN, network connectivity, and enterprise applications.

• Service Requests:

  Process user requests such as access management, software installation, password resets, and device provisioning.

• Escalation:

  Escalate complex or unresolved issues to higher-level technical teams while ensuring smooth handoff and tracking.

• Ticket Handling:

  Maintain detailed records of incidents, resolutions, and communications using ITSM tools (e.g., ServiceNow, Jira Service Management, or Freshservice).

• Monitoring:

  Monitor IT systems, alerts, and performance dashboards to identify and address potential issues proactively.

Preferred:

• ITIL Foundation certification or understanding of ITIL processes (Incident, Problem, and Change Management).
  
• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
  
• Experience supporting remote and hybrid work environments.
  
• Exposure to endpoint management tools (Intune, SCCM, or Jamf).