Description

• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Incident Logging: Accurately log and categorize incidents and service requests in a ticketing system, SERVICE NOW, ensuring all relevant information is captured.
• Issue Triage: Assess and prioritize incidents and service requests based on their impact and urgency, escalating critical issues to higher-level support teams when necessary.
• Basic Troubleshooting: Provide basic technical support and troubleshooting assistance for common hardware and software issues, including password resets, software installations, and printer problems.
• Aim to provide FCR (First contact resolution) and SDR (same day resolution while adhering to SLAs.
• Documentation: Maintain accurate records of incidents, solutions provided, and frequently encountered issues, contributing to a knowledge base for future reference. Write KBAs
• Keep virtual stock rooms up to date and make sure assets are properly managed and deployed.
• User Training: Assist end-users in using various IT tools and applications, offering guidance and basic training when required. Share resources with end user.
• Remote Support: Offer remote assistance to end-users by using remote desktop tools to troubleshoot and resolve issues.
• Hardware Support: Diagnose and assist with hardware-related problems, such as connectivity issues, peripheral malfunctions, and hardware replacements.
• Software Support: Troubleshoot and resolve software-related issues, including application errors, compatibility problems, and license management.
• Security Awareness: Promote and enforce IT security policies and procedures, educating end-users about best practices to minimize security risks.
• Communication: Maintain clear and effective communication with end-users, keeping them informed about the status of their incidents and service requests. Must be able to read and write English with proficiency.
• Team Collaboration: Collaborate with other support teams (L2, L3) and departments to ensure seamless problem resolution and maintain a high level of customer satisfaction.
• Continuous Improvement: Suggest improvements to existing processes and procedures to enhance the efficiency and effectiveness of the Service Desk.
• Work hours and days off per local office rules but will report directly to Global Service Desk Manager for responsibilities as defined

• High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication and customer service skills.
• Familiarity with common operating systems (e.g., Windows, macOS) and office productivity software.
• Basic knowledge of networking concepts and hardware components.
• Ability to adapt to new technologies and learn quickly. 
• ITIL Foundation certification is a plus but not mandatory.
• Service Now knowledge is a must
• Intune – basic knowledge
• MFA -Some Experience
• Azure (Entra ID) – Basic Knowledge
• PIM (Concept)
• Office 365 – Exchange, Sharepoint (Some knowledge preferred)
• Teams Admin / Teams Phones (Required)
• Mimecast and Crowdstrike (optional)