Service Desk Technician

The IT Service Desk Technician is responsible for providing first-line and second-line technical support to employees across the organization. This role focuses on incident resolution, service request fulfillment, end-user support, device management, and ensuring a high-quality customer experience. The technician will troubleshoot hardware, software, network, and mobility-related issues while maintaining accurate documentation and adhering to IT service management processes.

Key Responsibilities

• Provide timely and professional technical support to end users via ticketing systems, phone, email, remote assistance, and face-to-face interactions.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues.
• Manage incidents and service requests in accordance with established IT Service Management (ITSM) processes and service level agreements (SLAs).
• Install, configure, maintain, and support desktops, laptops, mobile devices, printers, and peripheral equipment.
• Support Microsoft Windows environments, Microsoft 365 applications, and corporate business applications.
• Troubleshoot network connectivity issues, including TCP/IP, LAN/WAN, Wi-Fi, VPN, and remote access solutions.
• Support and administer mobile devices through Mobile Device Management (MDM) platforms.
• Assist with user account management, access permissions, password resets, and identity-related requests.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Monitor recurring issues and proactively identify opportunities for process and service improvement.
• Ensure a high level of customer satisfaction through effective communication and follow-up.
• Minimum 1 year of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.
• Technician in Network Systems Administration (ASIR or ASIX) or an equivalent technical qualification
• Good command of English, both written and spoken, with the ability to communicate effectively with end users in an international environment.
• ITIL Foundation certification or knowledge of IT Service Management best practices.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Strong attention to detail and documentation practices.
• Team-oriented with a collaborative approach.
• Basic knowledge of Linux environments is desirable.

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