Service Desk Officer
Core
First point of contact for IT incidents and service requests, providing Level 1 and Level 2 support across hardware, software, and connectivity for an animal welfare charity.
Role type
Service Desk Officer (Level 1 & 2)
Builds
IT support services for staff across offices and shelters
Domain
Non-profit / Animal Welfare / IT Support
Required skills
Troubleshooting hardware/software issues, Microsoft 365 administration, Active Directory management, Ticketing system usage, User access management, Problem-solving
Preferred skills
ITIL practices, Knowledge base contribution, Vendor management
Technologies
Microsoft 365, Windows, Active Directory, Azure, Exchange, SharePoint, Jira
Responsibilities
Diagnose and resolve Level 1 and Level 2 IT issues, Install and configure hardware and software, Manage user accounts and access, Log and track support tickets, Escalate complex issues, Provide occasional onsite support at shelters
Seniority
Mid-level, hands-on IC