Process Specialist
Core
First-level IT support specialist handling hardware, software, and network connectivity issues via phone, email, and chat.
Role type
Service Desk Analyst (L1)
Builds
IT support services for enterprise clients
Domain
IT Services / Managed Services
Required skills
Windows troubleshooting, Microsoft 365 support, ticketing system management, incident logging, password resets, account administration, remote access tools, escalation procedures, SLA monitoring, knowledge base updates
Preferred skills
ServiceNow familiarity, technical education in IT, customer service experience
Technologies
Windows, Microsoft 365, Outlook, Teams, ServiceNow
Responsibilities
Serve as first point of contact for technical assistance, log and prioritize incidents, troubleshoot hardware/software/network issues, perform account administration, escalate complex issues, monitor tickets for SLA compliance, document resolutions, identify recurring issues for process improvement.
Seniority
Entry-level to Junior