We are looking for an IT Help Desk Specialist to provide technical support to users, manage IT incidents and service requests, and ensure timely resolution of technical issues.
Key Responsibilities
- Provide first-line technical support for hardware, software, applications, and connectivity issues.
- Receive, log, prioritize, and track incidents and service requests through the IT ticketing system.
- Troubleshoot technical issues and escalate complex incidents to the appropriate teams.
- Follow up on incidents to ensure timely resolution and SLA compliance.
- Maintain accurate ticket records, documentation, and incident reports.
- Coordinate with internal teams and vendors when required.
Requirements
- Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
- 2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations.
Preferred Skills
- Experience with ITSM/ticketing systems, preferably ServiceNow.
- Knowledge of ITIL and Incident Management.
- Familiarity with Microsoft technologies, Active Directory, and basic networking.
- Experience with system or endpoint monitoring tools such as Nexthink or SolarWinds.
- Basic knowledge of cloud platforms, data analysis, or IT reporting.
- Strong communication, troubleshooting, analytical, and problem-solving skills.
