Service Desk Technician
Core
Provide remote technical support to End Users, managing and resolving incidents via phone, email, and ITSM tools.
Role type
Service Desk Technician
Builds
Incident resolution and user support workflows
Domain
IT Support / Helpdesk
Deliverable
client delivery
Required skills
remote troubleshooting, ITSM tool usage, Windows 10/11 support, Chrome OS familiarity, incident logging and categorization, escalation management, SLA compliance, documentation
Preferred skills
proactive problem solving, autonomous work, prioritization, collaboration
Technologies
Windows 10, Windows 11, Chrome OS, ITSM tools
Responsibilities
Provide remote technical support to End Users, Manage requests and incidents received via phone, email, and ITSM tools, Log, categorize, diagnose, and resolve support tickets, Escalate incidents to 2nd line teams when necessary, Ensure compliance with defined processes and SLAs, Document all interactions and resolutions in the ITSM tool