Overview
This is a Contractual post. The Service Desk Junior is responsible for providing first-level IT support, ensuring smooth day-to-day IT operations by assisting users with technical issues, managing tickets, and maintaining IT documentation. This role requires strong communication skills, problem-solving abilities, and a proactive approach to IT support.
Responsibilities and Duties
First-Level Support
- Act as the initial point of contact for IT-related issues, providing prompt assistance via phone, email, chat, or in-person.
- Diagnose and troubleshoot basic technical issues, escalating complex problems to the appropriate support teams.
- Maintain detailed records of user interactions, documenting issues and resolutions.
Ticket Management & Assignment
- Log and categorize incoming tickets, ensuring they are assigned to the appropriate IT personnel for resolution.
- Track and follow up on open tickets to ensure timely resolution and user satisfaction.
Onboarding & Offboarding Management
- Oversee employee onboarding, including provisioning user accounts, setting up hardware, and installing software.
- Ensure proper offboarding procedures, including revoking access, retrieving assets, and updating records.
Documentation & Knowledge Management
- Create and maintain knowledge base articles, FAQs, and troubleshooting guides for common issues.
- Contribute to IT documentation to improve efficiency and reduce repeated inquiries.
Technical Troubleshooting
- Assist users with password resets, software installations, network connectivity, and system access issues.
- Support remote users in troubleshooting VPN and other remote access issues.
ITIL & Service Delivery
- Follow ITIL best practices for incident and request management.
- Ensure adherence to IT policies and security protocols when assisting users.
Technical Skills
- Basic knowledge of Windows, macOS, Microsoft 365, Active Directory, and ticketing systems (e.g., Jira Service Management).
- Familiarity with network troubleshooting, including VPN and internet connectivity issues.
- Ability to follow standard operating procedures (SOPs) and escalate issues appropriately.
Education & Work Experience
- Associate's or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- 1-2 years of experience in an IT support or service desk role.
- Strong communication and customer service skills.
- Ability to multitask and work under pressure in a fast-paced environment.
- Contractual
Work Arrangement
