Level 1 IT Service Desk Technician

We are looking for a skilled and customer-focused Level 1 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for our clients seeking technical assistance.

You'll be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests.

Key Responsibilities:

Technical Support & Troubleshooting

• Provide first and second level support for desktop, laptop, mobile, and peripheral issues.
• Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity.
• Handle Active Directory tasks including user account creation, password resets, and group permissions.

Ticket Management

• Create, manage and resolve tickets within SLA guidelines.
• Accurately document all actions and communications in the ITSM tool (Freshservice).
• Escalate complex issues to Level 2/3 support teams when necessary, ensuring proper handover and follow-up.

Systems & Tools Support

• Support user access to corporate applications, VPN, email systems, and collaboration tools.
• Maintain knowledge of standard operating environments and software configurations.
• Work collaboratively with colleagues to deliver top tier service during outages and incidents

Documentation & Process Improvement

• Create and update technical documentation, procedures, and user guides.
• Provide input on support process improvements and contribute to the knowledge base.