Service Desk Technician

Job Description

Handle calls and support users through various communication channels, including phone, email, and ticketing system. Resolve technical issues and provide support for internal employees to ensure smooth operations. Perform both technical and administrative tasks to uphold service quality and team success. Manage incidents through resolution, ensuring all updates and actions are properly documented. Apply and continuously improve Service Desk procedures to resolve issues efficiently and effectively. Stay current with emerging technologies and industry best practices to enhance support capabilities. Key Qualifications and Skills Proficiency in English (B2-C1 level, written and spoken). Proven experience in a Service Desk / Helpdesk role, with a strong track record of delivering outstanding support. Expertise in call handling and troubleshooting customer inquiries effectively. Hands-on experience with Active Directory administration, Azure Active Directory, Microsoft O365 Admin Center and Microsoft Exchange. Familiarity with Intune Mobile Device Management (MDM) for managing and troubleshooting mobile devices (iOS and Android). Experience with SmartIT (BMC Remedy) or other ticketing system. Strong attention to detail and ability to follow established processes while also identifying practical workarounds in challenging situations. Exceptional customer care and communication skills, ensuring a positive user experience. A proactive problem-solving attitude, with the ability to adapt and resolve challenges effectively. Exceptional time management and prioritization skills, especially under urgent circumstances. Strong ability to work collaboratively in a fast-paced, team-oriented environment.