Service Desk Specialist - Ticketing System

About the Role :

We are seeking a motivated Service Desk Specialist to join our clients IT support team.

This role is ideal for early-career professionals with 1 year of experience who want to develop technical expertise in end-user support, IT operations, and incident management.

You will be the first point of contact for technical assistance, ensuring smooth resolution of issues and delivering a high-quality customer experience.

Key Responsibilities :

• Serve as the first line of technical support for end-users via phone, email, chat, or in-person interactions.
• Diagnose and troubleshoot common IT issues, including hardware failures, operating system errors, software malfunctions, and network connectivity problems.
• Support the installation, configuration, and maintenance of desktops, laptops, mobile devices, and peripheral equipment (printers, scanners, monitors).
• Provide assistance in account management activities, such as password resets, access provisioning, and permission updates.
• Use the organizations ticketing system to log, categorize, prioritize, and track incidents and service requests.
• Follow ITIL-aligned processes for incident, problem, and request management to ensure compliance with SLAs.
• Escalate unresolved or complex issues to senior technicians, system administrators, or specialized support teams.
• Deliver clear technical guidance and instructions to users with varying levels of IT knowledge.
• Conduct basic user training and onboarding support, including email configuration, VPN setup, and productivity tools.
• Document troubleshooting steps, standard procedures, and knowledge base articles to support continuous improvement.
• Participate in team meetings, feedback sessions, and knowledge-sharing initiatives to enhance the service desk function.

Required Skills & Qualifications :

Basic understanding of :

(ref : hirist.tech)