Service Desk Specialist - Ticketing System

About the Role :

We are seeking a motivated Service Desk Specialist to join our clients IT support team.

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.

You will be the first point of contact for technical assistance, ensuring smooth resolution of issues and delivering a high-quality customer experience.

Key Responsibilities :

- Serve as the first line of technical support for end-users via phone, email, chat, or in-person interactions.

- Diagnose and troubleshoot common IT issues, including hardware failures, operating system errors, software malfunctions, and network connectivity problems.

- Support the installation, configuration, and maintenance of desktops, laptops, mobile devices, and peripheral equipment (printers, scanners, monitors).

- Provide assistance in account management activities, such as password resets, access provisioning, and permission updates.

- Use the organizations ticketing system to log, categorize, prioritize, and track incidents and service requests.

- Follow ITIL-aligned processes for incident, problem, and request management to ensure compliance with SLAs.

- Escalate unresolved or complex issues to senior technicians, system administrators, or specialized support teams.

- Deliver clear technical guidance and instructions to users with varying levels of IT knowledge.

- Conduct basic user training and onboarding support, including email configuration, VPN setup, and productivity tools.

- Document troubleshooting steps, standard procedures, and knowledge base articles to support continuous improvement.

- Participate in team meetings, feedback sessions, and knowledge-sharing initiatives to enhance the service desk function.

Required Skills & Qualifications :

- Bachelors degree/diploma in Computer Science, Information Technology, or related field (or equivalent practical training).

- 1 year of professional or internship experience in IT support or service desk operations.

- Familiarity with Windows and/or macOS operating systems.

Basic understanding of :

- Computer hardware components (CPU, memory, storage, peripherals).

- Networking fundamentals (IP, DNS, DHCP, Wi-Fi troubleshooting).

- Software installation, patching, and updates.

- Knowledge of common enterprise applications such as Microsoft Office 365, Outlook, Teams, and basic productivity tools.

- Exposure to ticketing systems (e.g., ServiceNow, JIRA, Zendesk) is an advantage.

- Certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Fundamentals are a plus