Service Desk Associate

Serve as the first point of contact for all IT support requests and incidents at AIR Global, providing timely and professional first-line technical support to end users across the organisation. Ensure that incidents and service requests are logged, triaged, resolved or escalated in line with agreed service levels, maintaining a high standard of customer service and contributing to the smooth, 24/7 operation of the IT Service Desk. RESPONSIBILITIES
• Act as the first point of contact for end users via phone, email, chat, and the IT service management (ITSM) portal, logging all incidents and service requests accurately and completely.
• Provide first-line (L1) technical support for hardware, software, network, email, and business application issues, resolving within agreed service levels wherever possible.
• Triage, categorise, and prioritise incidents and service requests, escalating to L2/L3 teams or external vendors when required while retaining ownership through to resolution.
• Perform user account administration such as password resets, access provisioning, and de-provisioning in line with IT security and access-management policies.
• Set up, configure, and troubleshoot end-user devices including desktops, laptops, mobile devices, printers, and peripherals.
• Support onboarding and offboarding by preparing and configuring devices, accounts, and access for new joiners and leavers.
• Maintain accurate records in the ITSM tool and contribute to the knowledge base with troubleshooting steps and known solutions.
• Monitor the incident and request queues, following up proactively to ensure SLA compliance and keeping users informed of ticket status.
• Work on a rotational shift basis, including night shifts, to maintain 24/7 Service Desk coverage across the organisation’s global operations.
• Follow ITIL-aligned processes for incident, service request, and problem management, and contribute to continual service improvement initiatives.
• Escalate recurring issues and potential problems to the Service Desk Team Lead and support root-cause analysis.
• Adhere to IT security, data protection, asset management, and software licensing policies in all support activities. SKILLS AND QUALIFICATION Qualification
• Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field. Certifications (an added advantage):
• ITIL 4 Foundation Minimum Experience
• 1–6 years of relevant experience in an IT service desk, help desk, or technical support role.
• Experience providing first-line support in a Windows and Microsoft 365 environment.
• Hands-on experience using an ITSM / ticketing tool (e.g., Jira Service Management, ServiceNow, or similar) to log and manage incidents and requests.
• Experience working to defined SLAs in a customer-facing support environment.
• Willingness and availability to work in rotational shifts, including night shifts, to support 24/7 operations. Skills & Competencies Skills and Competencies for the Service Desk Associate role Technical Skills
• Working knowledge of Windows 10/11 operating systems and Microsoft 365 / Office applications.
• Familiarity with Active Directory / Entra ID for user and access management — password resets, group membership, and account provisioning.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience troubleshooting desktops, laptops, mobile devices, printers, and peripherals.
• Familiarity with remote support tools and endpoint management platforms (e.g., Intune, SCCM, or remote desktop tools).
• Awareness of IT asset management and software licensing practices. Process & Service Management
• Understanding of ITIL service management principles, particularly incident, service request, and problem management.
• Ability to prioritise and manage multiple tickets concurrently while meeting SLA targets.
• Accurate documentation and knowledge-base maintenance skills. Behavioural Competencies
• Strong customer-service orientation with a professional, patient, and empathetic approach.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and analytical skills with close attention to detail.
• Ability to work effectively both within a team and independently during night and off-hours shifts.
• Flexibility and reliability to work a rotational 24/7 shift pattern, including nights, weekends, and public holidays.