Technical IT Support Specialist
4 days ago
The IT Service Desk Technician provides first-level technical support to end-users via various communication channels, resolving a wide range of IT-related issues. The primary responsibilities include:
- User Support & Issue Resolution: Respond to and resolve user queries and technical issues efficiently.
- Incident Management: Log and track all incidents in the ticketing system, ensuring accurate documentation and resolution.
- Problem Identification & Troubleshooting: Identify root causes of issues and perform basic troubleshooting to resolve them.
- Service Request Management: Process and manage IT service requests, ensuring timely delivery in accordance with established standards.
Key Skills Required
- 3-5 years of experience in an IT Service Desk or helpdesk role.
- Basic understanding of ITIL processes and service management concepts.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft Office Suite and productivity tools.
- Excellent communication skills and customer service abilities.
- Ability to troubleshoot hardware and software issues.
Additional Responsibilities
- Hardware & Software Support: Provide support for both hardware and software used by the organization.
- Escalation & Communication: Ensure proper communication with end-users and escalate unresolved issues to higher-level support teams.
- Knowledge Management: Maintain a knowledge base of common issues and solutions to improve service delivery.
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