Job Overview
This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience.
Key Responsibilities
* Respond to, diagnose and troubleshoot incoming service desk requests and queries via phone, email, remote support or walk-in.
* Accurately receive, log and action service requests for standard IT services according to established procedures and timeline.
* Provide support with user onboarding and offboarding processes including access provisioning and termination.
* Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.
* Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system.
* Escalate complex or unresolved issues to Level 2 or 3 support teams following established escalation workflows.
* Provide excellent customer service with a professional and empathetic approach in all interactions.
Requirements
* Two years prior experience in a Service Desk or Network Operations Centre (NOC).
* Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions.
* Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded.
* Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications.
This is an exciting opportunity to work in a dynamic environment that values innovation, collaboration, and growth. Our team is dedicated to providing exceptional customer service and support.