Service Desk Management

Key Responsibilities: Act as the primary point of contact for IT support requests, including troubleshooting hardware, software, and network issues. Provide first and second-level support for internal users via phone, email, and remote support tools. Diagnose and resolve issues with operating systems (Windows, macOS, etc.), software applications, printers, and other IT-related systems. Escalate complex issues to higher-level technical teams when necessary and track resolution progress. Perform hardware and software installations, configurations, and updates for workstations, laptops, and peripherals. Maintain accurate documentation of support incidents, resolutions, and procedures using an IT ticketing system (e.g., ServiceNow, Jira). Provide training and guidance to end users on IT systems, software applications, and best practices for security and troubleshooting. Ensure adherence to IT policies, security protocols, and company procedures. Assist in system maintenance tasks, including patching, backups, and monitoring of IT infrastructure. Contribute to continuous improvement initiatives within the IT department, helping to streamline processes and enhance service delivery. Required Skills and Qualifications: 3 to 6 years of experience in an IT Service Desk or technical support role. Proficient in diagnosing and resolving common hardware, software, and network issues. Strong working knowledge of Windows and macOS operating systems, as well as popular office productivity tools (e.g., Microsoft Office 365). Experience with remote support tools (e.g., TeamViewer, Remote Desktop). Familiarity with ITSM processes and ticketing systems (e.g., ServiceNow, Jira, or similar). Excellent communication skills, with the ability to explain technical issues to non-technical users. Strong troubleshooting skills, attention to detail, and the ability to prioritize tasks effectively. Ability to work independently and as part of a team in a fast-paced environment. IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) are a plus. Preferred Skills and Qualifications: Experience in supporting network infrastructure, VPNs, and mobile devices. Basic understanding of Active Directory, DNS, DHCP, and other network services. Familiarity with cloud technologies, such as Microsoft Azure or Office 365 administration.