IT Service Desk

Job description:

Key Responsibilities:

As an IT Service Desk Agent within theInformation Technology Team you are expected to be:

• We are looking for a highly motivated and customer-oriented Service Desk Specialist to join our IT support team. The ideal candidate will serve as the first point of contact, delivering prompt and effective solutions to maintain seamless operations. This role requires excellent problem-solving skills, strong communication abilities, and a passion for delivering outstanding service.

Key Responsibilities:

1. Provide Technical Support:

Respond to incoming IT support requests via phone, email, or ticketing system.

Troubleshoot and resolve hardware, software, and network issues within established SLAs.

Escalate unresolved issues to appropriate teams, ensuring clear documentation of actions taken.

2. End-user Assistance:

Assist users with login issues, password resets, and software installations.

Guide users in the proper use of IT resources, tools, and systems.

3. Incident and Request Management:

Log, categorize, and prioritize incidents and service requests in the ticketing system.

Track and follow up on open tickets to ensure timely resolution.

4. System and Network Monitoring:

Monitor IT systems for potential issues and report findings to vendors and relevant teams.

5. Documentation:

Record all troubleshooting steps accurately in the ticket.

Create knowledge base articles to share with end users for improved self-service and issue resolution.

Key Qualifications:

Bachelor's degree in computer science, Information Technology

Proven experience in a Service Desk or IT Support role.

Strong knowledge of Windows operating systems, Microsoft Office Suite, and basic networking concepts.

Familiarity with ITSM tools (ServiceNow and Jira).

Experience with Office 365 administration

Familiarity with Familiarity with Zabbix monitoring tool

Proficient in both verbal and written English communication.