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.