Service Desk Support Officer
Core
First-line IT support for internal staff, acting as the primary point of contact for technical issues in a Microsoft-based environment.
Role type
Service Desk Support Officer (Level 1)
Builds
IT support services for internal employees
Domain
IT Services / Enterprise Support
Required skills
Microsoft 365, Windows desktop environments, Active Directory, IT ticketing systems, hardware setup and maintenance, incident logging and prioritization
Preferred skills
Troubleshooting technical issues, knowledge base documentation, IT asset management
Technologies
Microsoft 365, Windows, Active Directory, ServiceNow, ManageEngine
Responsibilities
Provide first point of contact IT support via phone, email, ticketing system, and face-to-face; Troubleshoot and resolve Level 1 technical issues; Manage user accounts, password resets, onboarding/offboarding, and access permissions; Log, categorize, and prioritize incidents; Escalate complex issues; Support hardware setup, deployment, and maintenance; Maintain accurate records and contribute to knowledge base documentation; Assist with IT asset management.
Seniority
Mid-level, hands-on IC