Service Desk Technician

Job description

Provides first-level and some second-level IT support to users via phone, email, live chat, and walk‑in services. The role involves troubleshooting technical issues, resolving user queries, escalating complex problems, and ensuring timely support for both on‑site and remote users. Respond to IT support requests through telephone, email, live chat, and walk‑ins. Provide first-level and basic second-level technical support. Troubleshoot and resolve hardware, software, network, and connectivity issues. Support on‑site and remote users. Set up new user accounts and perform password resets. Escalate complex technical issues to second‑line support teams. Track and follow up on unresolved requests until closure. Assist with software installation and troubleshooting. Maintain and update service desk records and web pages. Ensure compliance with IT security policies and procedures. Provide 24/7 technical support on a shift basis. Maintain issue logs and report administrative and security concerns. Support the service desk team with daily technical activities

Requirements

• Knowledge of Wi‑Fi
• the employer technologies
• general IT troubleshooting
• proficiency in Word
• Linux
• technical support
• customer service
• teamwork
• effective communication
• policies and procedures
• compliance
• minimum 3 years experience as an IT Service Desk Analyst or similar role

Skills