IT Support Specialist
4 days ago
As a L1 Service Desk Specialist, you will serve as the first point of contact for IT support requests. The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.
Key Responsibilities:- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
- Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Reset passwords, unlock accounts, and assist with access-related issues.
- Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Maintain communication with users to provide status updates and follow-ups.
The ideal candidate will possess excellent communication skills, be able to work effectively in a team environment, and have a strong understanding of IT systems and processes.
Required Skills and Qualifications:- Basic knowledge of Windows OS, MS Office Suite, and Active Directory.
- Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).
- Good understanding of ITIL processes and incident lifecycle.
Preferred qualifications include a Diploma or Bachelor's Degree in IT, Computer Science, or related field, as well as relevant certifications (e.g., ITIL Foundation, A+ / MCSA / HDI).
Benefits:- Competitive salary and benefits package.
- Opportunity to work in a dynamic and growing organization.
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