Service Desk Specialist
Core
First-level IT support specialist providing technical assistance, incident management, and user account administration for internal customers.
Role type
Level 1 Service Desk Specialist
Builds
Reliable technology services and user productivity
Domain
IT Service Management / Enterprise IT Support
Required skills
ITSM/ticketing platforms, Microsoft Windows/M365 support, Active Directory, SAP support, Windows 11, Azure Virtual Desktop, network troubleshooting
Preferred skills
ServiceNow, Microsoft certifications, Diploma in IT
Technologies
ServiceNow, 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, manage and resolve support tickets, escalate incidents to L2/L3, perform proactive system health checks, manage user account administration (moves/adds/changes), support business continuity and disaster recovery, develop support documentation
Seniority
Junior to Mid-level, hands-on IC