IT Service Desk Specialist

Responsibilities

• Handle IT incidents through ticketing systems and provide first-line support
• Troubleshoot hardware, software, and network issues including desktops, laptops, and printers
• Resolve issues within SLA and escalate complex cases when needed
• Manage user accounts, including creation, access, and password resets
• Support onboarding and offboarding processes
• Install, configure, and maintain devices and IT assets
• Maintain documentation, reports, and IT records
• Provide user support, guidance, and basic IT training
• Promote cybersecurity awareness and best practices
• Identify recurring issues and suggest improvements

Requirements

• 2–4 years of experience in IT support or service desk
• Bachelor’s degree in IT, Computer Science, or a related field
• Strong troubleshooting skills in hardware, software, and network basics
• Experience with ticketing systems such as Jira, ServiceNow, or Freshservice
• Familiarity with Microsoft 365 and Google Workspace
• Good communication skills and a customer-oriented mindset