Service Desk Technician

As a Junior Service Desk Technician at our esteemed client's organization, you will play a crucial role in providing exceptional IT support to customers. Your responsibilities will include: - Monitoring support queues to ensure prompt responses and adherence to service level agreements (SLAs) for Level 1 issues, such as password resets, user account creation, and workstation setup. - Performing first and second-level support, troubleshooting, and tuning for desktop and laptop issues. - Implementing security best practices and collaborating with security specialists to minimize vulnerabilities. - Ensuring compliance with contractual SLAs, policies, and procedures. - Exercising discretion and independent judgment when handling client requests and incidents. - Building credibility and trust with clients by providing effective solutions and maintaining strong relationships. - Analyzing and recommending alternative solutions to meet customer needs. - Identifying opportunities to improve communication and operational efficiency to enhance customer satisfaction. - Participating in team processes and cross-functional teams. - Creating and maintaining documentation for knowledge sharing and training purposes. - Providing after-hours on-call support as required. - Completing other duties as assigned. Qualifications required for this role include: - Bachelor's degree or diploma in Information Technology, Computer Science, or a related field. - Strong problem-solving skills and attention to detail. - Excellent communication and interpersonal skills. - Ability to work independently and as part of a team. - Willingness to learn and adapt to new technologies and processes. - Flexibility to work after hours when necessary. Preferred skills for the position include experience with IT support or customer service, as well as familiarity with Active Directory and other IT management tools.,