Service Desk Specialist
Core
First-level technology support specialist providing remote and portal-based troubleshooting for hardware, software, and systems access.
Role type
Service Desk Specialist (L1)
Builds
Resolved incidents, knowledge articles, and supported technology rollouts
Domain
Corporate IT / Technology Support
Required skills
Structured troubleshooting, ITIL frameworks, incident management, systems access administration, asset lifecycle management, remote support, knowledge base creation
Preferred skills
ITIL Foundation Certificate, experience with audio-visual technology, process improvement
Technologies
Service Portal, ticketing systems, desktop/laptop environments, mobile devices, printers, peripherals, video-conferencing equipment
Responsibilities
Respond to technology incidents and service requests across phone, portal, and remote channels; Complete first-line investigation and diagnosis, resolving issues or escalating them; Process systems access requests for onboarding, offboarding, and role changes; Create and improve support documentation and knowledge articles; Monitor service performance to ensure service-level commitments are met; Assist with the lifecycle management of technology assets.
Seniority
Individual Contributor