Service Desk Management

Key Responsibilities :

• Act as the primary point of contact for IT support requests, including troubleshooting hardware, software, and network issues.
• Provide first and second-level support for internal users via phone, email, and remote support tools.
• Diagnose and resolve issues with operating systems (Windows, macOS, etc.), software applications, printers, and other IT-related systems.
• Escalate complex issues to higher-level technical teams when necessary and track resolution progress.
• Perform hardware and software installations, configurations, and updates for workstations, laptops, and peripherals.
• Maintain accurate documentation of support incidents, resolutions, and procedures using an IT ticketing system (e.g., ServiceNow, Jira).
• Provide training and guidance to end users on IT systems, software applications, and best practices for security and troubleshooting.
• Ensure adherence to IT policies, security protocols, and company procedures.
• Assist in system maintenance tasks, including patching, backups, and monitoring of IT infrastructure.
• Contribute to continuous improvement initiatives within the IT department, helping to streamline processes and enhance service delivery.

Required Skills and Qualifications :

Preferred Skills and Qualifications :