Job Description We are looking for a skilled and customer-focused Level 1/2 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for our clients seeking technical assistance. You'll be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests. Key Responsibilities: Technical Support & Troubleshooting Provide first and second level support for desktop, laptop, mobile, and peripheral issues. Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity. Handle Active Directory tasks including user account creation, password resets, and group permissions. Ticket Management Create, manage and resolve tickets within SLA guidelines. Accurately document all actions and communications in the ITSM tool (Freshservice). Escalate complex issues to Level 2/3 support teams when necessary, ensuring proper handover and follow-up. Systems & Tools Support Support user access to corporate applications, VPN, email systems, and collaboration tools. Maintain knowledge of standard operating environments and software configurations. Work collaboratively with colleagues to deliver top tier service during outages and incidents Documentation & Process Improvement Create and update technical documentation, procedures, and user guides. Provide input on support process improvements and contribute to the knowledge base.
