About the role
We are seeking a skilled and motivated IT Service Desk Support Engineer to join our dynamic IT support team. The candidate must have minimum 3 to 4 years of experience in the role and will have a strong background in systems administration, incident management, and providing exceptional support to end users. Additionally, you will be responsible for creating operating procedures, developing reports in PowerBI, and managing tickets using ITSM tool. The role also involves participating in and managing various IT projects.
Key Responsibilities
- Provide first-line technical support to end users, addressing issues related to Windows and MacOS operating systems.
- Manage and resolve incidents efficiently, ensuring minimal disruption to business operations.
- Handle the IT Service Desk queue, providing remote support to staff reporting issues or requesting assistance.
- Onboard new starters and offboard leavers, ensuring all IT-related processes are completed smoothly.
- Track all demand, including requests and issues, on the ITSM platform.
- Work closely with the Service Desk team lead to stay updated on all processes and support any business requirements.
- Create and maintain knowledge articles, ensuring they are up to date.
- Collaborate effectively with the wider Service Desk team on project deliverables.
Skills, Knowledge & Expertise
- Bachelor's degree in information technology, computer science or related field.
- 2 years' experience working in IT Service Desk / End User Services roles.
- Strong English verbal and written communication skills, with the ability to interact effectively with employees at the IT Service Desk, remotely, chats, tickets or via email.
- Knowledge of Windows and MacOS operating systems and troubleshooting techniques.
- Foundational knowledge of the Microsoft suite of products, including Entra ID (Azure AD).
- Willingness to learn and upskill continuously.
