Support Desk Executive

Key Responsibilities

• Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone,

email, or ticketing system (ServiceNow).

• Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
• Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
• Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and

communication with the end user.

• Perform user account management tasks including onboarding, offboarding, password resets, and

permissions adjustments in Active Directory and related systems.

• Ensure all service level agreements (SLAs) are met and documented appropriately.
• Participate in documentation of technical processes, FAQs, and knowledge base articles.
• Support IT asset management and inventory processes.
• Provide remote and in-person support as needed.
• Participate in on-call rotation or extended hours support, if required.

Qualifications Required:

• Bachelor's degree required. Preferred in Information Technology or a related field.
• Minimum of 3 years of experience in an IT Service Desk or technical support role.
• Proficient in using ServiceNow for ticketing and ITSM processes.
• Strong knowledge of Windows OS, Office 365, and common laptops and user applications.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with Active Directory and basic user management tasks.
• Excellent verbal and written communication skills.
• Strong customer service orientation and troubleshooting abilities.