Job Description
<p><p><b>About the Role :</b><br/><br/>We are seeking a motivated Service Desk Specialist to join our clients IT support team.<br/><br/> This role is ideal for early-career professionals with 1 year of experience who want to develop technical expertise in end-user support, IT operations, and incident management.<br/><br/> You will be the first point of contact for technical assistance, ensuring smooth resolution of issues and delivering a high-quality customer experience.<br/><br/><b>Key Responsibilities :</b><br/><br/>- Serve as the first line of technical support for end-users via phone, email, chat, or in-person interactions.<br/><br/>- Diagnose and troubleshoot common IT issues, including hardware failures, operating system errors, software malfunctions, and network connectivity problems.<br/><br/>- Support the installation, configuration, and maintenance of desktops, laptops, mobile devices, and peripheral equipment (printers, scanners, monitors).<br/><br/>- Provide assistance in account management activities, such as password resets, access provisioning, and permission updates.<br/><br/>- Use the organizations ticketing system to log, categorize, prioritize, and track incidents and service requests.<br/><br/>- Follow ITIL-aligned processes for incident, problem, and request management to ensure compliance with SLAs.<br/><br/>- Escalate unresolved or complex issues to senior technicians, system administrators, or specialized support teams.<br/><br/>- Deliver clear technical guidance and instructions to users with varying levels of IT knowledge.<br/><br/>- Conduct basic user training and onboarding support, including email configuration, VPN setup, and productivity tools.<br/><br/>- Document troubleshooting steps, standard procedures, and knowledge base articles to support continuous improvement.<br/><br/>- Participate in team meetings, feedback sessions, and knowledge-sharing initiatives to enhance the service desk function.<br/><br/><b>Required Skills & Qualifications :</b><br/><br/>- Bachelors degree/diploma in Computer Science, Information Technology, or related field (or equivalent practical training).<br/><br/>- 1 year of professional or internship experience in IT support or service desk operations.<br/><br/>- Familiarity with Windows and/or macOS operating systems.<br/><br/>Basic understanding of :<br/><br/>- Computer hardware components (CPU, memory, storage, peripherals).<br/><br/>- Networking fundamentals (IP, DNS, DHCP, Wi-Fi troubleshooting).<br/><br/>- Software installation, patching, and updates.<br/><br/>- Knowledge of common enterprise applications such as Microsoft Office 365, Outlook, Teams, and basic productivity tools.<br/><br/>- Exposure to ticketing systems (e.g., ServiceNow, JIRA, Zendesk) is an advantage.<br/><br/>- Certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Fundamentals are a plus</p><br/></p> (ref:hirist.tech)