Service Desk Technician

Overview

• Provide technical support for server, network, desktop, printer, and telephony services to ensure operational stability.
• Act as the first line of support for customer and internal technical issues, ensuring high-quality and rapid response.
• Maintain and enhance the knowledge-based repository for common issues and resolutions to improve efficiency.
• Participate in on-call rotation to provide round-the-clock technical assistance as needed.
• Collaborate with internal teams to deliver effective customer support services and achieve desired outcomes.
• Ensure compliance with documented processes for incident management and request fulfillment.
• Analyze and document software requirements, providing guidance for escalated service issues.
• Support minimal travel requirements for technical service delivery and client interaction.

Key Responsibilities & Duties

• Provide desk-side, remote, and local office support services to resolve technical issues promptly.
• Log, prioritize, assign, and track incidents and requests, ensuring timely resolution within SLAs.
• Install, configure, and maintain desktop hardware and software, troubleshooting peripherals as needed.
• Perform root cause analysis for recurring incidents and collaborate with support teams for resolution.
• Monitor incident trends, identify recurring issues, and proactively address them.
• Provide accurate estimates for time spent on new features and defect resolution.
• Maintain technical documentation for tools and processes used in customer support services.
• Troubleshoot and correct defects in existing software systems, ensuring operational efficiency.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred.
• Minimum 3 years of IT experience supporting customer requests and issue resolution.
• Proficiency in Microsoft operating systems, Office Suite, and desktop applications.
• Experience with Active Directory functions, VPN administration, and RDS environments.
• Strong knowledge of LAN/WAN network infrastructure and troubleshooting techniques.
• Excellent problem-solving skills with the ability to quickly grasp new technical concepts.
• Effective verbal and written communication skills, particularly for conveying technical concepts.
• Ability to manage time efficiently, balance priorities, and maintain composure under stress.