IT IS_Service Desk

Key Responsibilities:

• Provide Level 1 support for IT incidents and service requests via phone, email, or ticketing systems.
• Diagnose and resolve technical hardware and software issues for Windows/Mac OS, Microsoft 365, printers, VPN, and network connectivity.
• Log all issues in the ITSM/ticketing system and ensure proper tracking and documentation.
• Escalate unresolved issues to appropriate IT teams (Level 2/3) as needed.
• Assist users with account setup, password resets, and software installations.
• Maintain knowledge base articles and user guides.
• Monitor system alerts and follow up on routine maintenance or outages.
• Ensure SLAs are met and contribute to continuous service improvement.

Key Skills Required:

• Knowledge of Windows 10/11, Microsoft Office 365, and Active Directory
• Basic understanding of networking (DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Experience with ticketing tools (e.g., ServiceNow, BMC Remedy, Jira Service Desk)
• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, RDP)