IT Service Desk

Key Responsibilities

• Serve as the first point of contact for IT support via phone, email, chat, or ticketing system
• Log, track, prioritize, and resolve service desk tickets according to SLAs
• Troubleshoot hardware, software, network, and peripheral issues
• Support user account management (password resets, access requests, permissions)
• Install, configure, and maintain desktops, laptops, mobile devices, and applications
• Escalate unresolved issues to higher-level support teams when necessary
• Document solutions, procedures, and known issues in the knowledge base
• Provide clear, professional communication to users throughout the support process

Qualifications

• At least 1 year IT Service Desk experience
• Strong troubleshooting and problem-solving skills
• Knowledge of Windows and/or macOS operating systems
• Familiarity with Microsoft 365, Active Directory, and basic networking concepts
• Experience with ticketing systems (e.g., ServiceNow, Salesforce)
• Excellent communication and customer service skills
• Willing and able to work a night shift