Description

Responsibilities:

• Provide first-level support to end-users via phone, email, and chat.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Document and track all support requests in the ticketing system.
• Escalate complex issues to senior support staff as necessary.
• Assist in the onboarding of new users by setting up accounts and providing training on company systems.
• Maintain a high level of customer satisfaction by ensuring timely and effective resolution of issues.
• Participate in team meetings and contribute to continuous improvement initiatives.

Mandatory Skills:

• Strong knowledge of Service Desk operations and best practices.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team-oriented environment.
• Basic understanding of ITIL principles.

Preferred Skills:

• Familiarity with ticketing systems (e.g., ServiceNow, JIRA).
• Basic knowledge of Windows and Mac operating systems.
• Understanding of networking concepts and troubleshooting.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Strong problem-solving skills and a customer-focused mindset.

Key Skills

Education

Bachelor's degree