Service Desk Specialist
Core
First-level IT support specialist providing technical assistance, incident management, and user account administration for internal customers.
Role type
Service Desk Specialist (Level 1)
Builds
Reliable technology services and user productivity
Domain
IT Service Management / Enterprise IT Support
Required skills
IT Service Desk support, Microsoft Windows/M365 support, Active Directory administration, ticketing systems (ServiceNow), SAP support, incident management, user account administration, basic network troubleshooting
Preferred skills
Microsoft certifications, Diploma in Information Technology, experience with geographically dispersed teams
Technologies
ServiceNow, Microsoft Windows, Microsoft 365, SAP, Active Directory, Windows 11, Azure Virtual Desktop, Microsoft Teams, Windows Server
Responsibilities
Provide first-level technical support via phone and remote assistance, create and resolve support tickets, escalate incidents to Level 2/3, perform proactive system health checks, manage user account administration (moves, adds, changes), support business continuity and disaster recovery, develop support documentation, participate in after-hours/on-call rosters
Seniority
Individual Contributor, Entry to Mid-level