IT Service Desk

Job Responsibilities

1. Provide first-line technical support to internal and external users (if applicable) via phone, email, or in person.
2. Diagnose and troubleshoot hardware, software, and network problems.
3. Resolve common issues independently using established protocols and knowledge base resources.
4. Escalate complex or unresolved issues to senior technicians or other relevant teams.
5. Document support interactions and solutions for future reference.
6. Maintain and update knowledge base articles with new information and solutions.

Minimum Qualifications

1. Strong understanding of computer hardware and software: This includes PCs, laptops, operating systems, networking basics, and common applications.
2. Problem-solving and analytical skills: The ability to identify the root cause of technical issues and implement effective solutions is crucial.
3. Diagnostic skills: Being able to troubleshoot issues systematically and efficiently is essential.
4. Familiarity with troubleshooting tools and resources: Knowledge of ticketing systems, knowledge bases, and online troubleshooting resources is valuable.