Information Technology Help Desk Support
Skills
About This Role
Job Summary
The IT Support / Service Desk Analyst is responsible for providing first-line technical support to end users, ensuring timely resolution of IT incidents and service requests.
The role involves troubleshooting hardware, software, network, and system issues while maintaining high levels of customer service and adherence to IT service management processes.
Key Responsibilitie
- sAct as the first point of contact for IT support via phone, email, chat, or ticketing syste
- mLog, categorize, prioritize, and manage incidents and service requests in the ITSM too
- lDiagnose and resolve hardware, software, and network issues (Windows/Mac, printers, mobile devices, etc.
- )Escalate complex issues to Level 2/3 support teams when require
- dProvide support for user account management (Active Directory, email accounts, password resets, access rights
- )Monitor and track incident progress to ensure SLA complianc
- eInstall, configure, and maintain IT equipment and softwar
- eAssist users with Microsoft 365 and business application
- sMaintain documentation of common issues, solutions, and procedure
- sSupport onboarding/offboarding of employees (device setup, account provisioning, access setup
- )Ensure compliance with IT policies, security standards, and best practice
- s
Required Skills & Qualificatio
- nsDiploma or Bachelor’s degree in Information Technology, Computer Science, or related fie
- ld4+ years of experience in IT Support / Service Desk environme
- ntStrong knowledge of Windows OS, basic macOS, and Microsoft Office applicatio
- nsUnderstanding of networking basics (DNS, DHCP, VPN, Wi-Fi troubleshootin
- g)
Experience
- with ITSM tools (ServiceNow, Jira Service Management, or simila
- r)Familiarity with Active Directory and Office 365 administrati
- onStrong problem-solving and analytical skil
- lsExcellent communication and customer service skil
- lsAbility to work under pressure and handle multiple ticke
- ts
Preferred Skills (Nice to Ha
- ve)ITIL Foundation certificat
- ionBasic knowledge of cloud platforms (Azu
- re)
Experience
- with remote support tools (TeamViewer, AnyDesk, et
- c.)Basic scripting knowledge (PowerShell is a pl
- us)
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