Service Desk Specialist

Key Responsibilities:

Provide first-level IT support through phone, email, chat, walk-in, or ticketing channels.

Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.

Troubleshoot common issues related to hardware, software, Microsoft 365, email, VPN, printers, networks, and business applications.

Support user account activities such as password resets, access requests, and basic account administration.

Resolve tickets within agreed SLA or escalate to the appropriate technical team when required.

Keep users informed with clear and professional updates throughout the ticket lifecycle.

Follow standard operating procedures, security guidelines, and knowledge base articles.

Assist with onboarding, offboarding, asset updates, and basic IT administration tasks.

Required Skills and Experience:

Basic knowledge of Windows, Microsoft 365, Outlook, Teams, VPN, printers, and common workplace technologies.

Strong communication, customer service, and problem-solving skills.

Ability to work in a structured, fast-paced support environment.

Experience with ticketing tools such as ServiceNow is an advantage.

Primary/Secondary School/O Level, Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma/Degree.

0-2 years of experience in IT support, helpdesk, or service desk operations.

ITIL Foundation, CompTIA A+, or Microsoft certification is an advantage.