Service Desk Specialist
18 hours ago
Role Overview:
The Service Desk Specialist will serve as the first point of contact for users experiencing technical issues. You will be responsible for diagnosing and resolving hardware, software, and network problems, escalating as necessary, and maintaining accurate records of incidents and service requests. Your goal is to deliver prompt, high-quality technical support and contribute to the overall IT service delivery.
Key Responsibilities:
Technical Support
- Provide first-level support via phone, email, chat, or ticketing systems
- Troubleshoot and resolve hardware, software, printer, and network-related issues
- Assist with account setups, password resets, permissions, and software installations
Incident & Request Management
- Log, categorize, prioritize, and track incidents and service requests using ITSM tools (e.g., ServiceNow, Jira Service Desk)
- Follow standard operating procedures (SOPs) for resolution and escalation
- Maintain detailed and accurate documentation for all issues and solutions
System Access & Setup
- Support onboarding/offboarding processes including provisioning laptops, access credentials, and necessary software
- Maintain IT inventory and ensure hardware/software compliance
Communication & Collaboration
- Provide excellent customer service to internal or external users
- Work closely with other IT team members and escalate issues when necessary
- Identify recurring issues and propose improvements or training to reduce incidents
Nice-to-Haves:
- IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft MCP)
- Experience with remote desktop tools and mobile device management (MDM) systems
- Familiarity with Active Directory, VPN, and basic scripting (PowerShell, Bash)
- Knowledge of ITIL practices and service management principles
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