Service Desk Technician
Core
First point of contact for users seeking IT support, resolving technical issues and ensuring a positive customer experience.
Role type
Service Desk Technician (Level 1 IT Support)
Builds
IT support services for customer environments
Domain
IT Service Management / Intelligent Workplace
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, application support, ticket management, escalation procedures, customer service
Preferred skills
Government Security Clearance
Responsibilities
Provide first-level technical support for IT incidents and service requests, Diagnose and resolve hardware, software, and application-related issues, Manage and update support tickets within established service levels, Escalate complex issues to specialist teams when required, Build positive relationships with customers through professional and responsive service, Contribute to team knowledge-sharing and continuous service improvement initiatives