Mastership
Core
Delivering high-quality IT Service Desk support to internal users by resolving technical issues and service requests via phone, ticketing systems, and remote tools.
Role type
IT Service Desk Engineer (1st level support)
Builds
Incident resolution and service request fulfillment for internal users
Domain
IT Operations / Service Desk
Deliverable
client delivery
Required skills
Windows, Microsoft Office, Active Directory, ITSM processes, ticketing systems (ServiceNow), hardware/software troubleshooting, user access management
Preferred skills
SAP, network fundamentals
Responsibilities
Analyze, prioritize, resolve, and document incidents and requests; escalate complex cases to higher support levels; provide 1st level support for hardware, software, applications, and user access issues
Seniority
Junior, hands-on IC
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