Job Description
Inviting applications for the role of Technical Associate - Service Desk
We are seeking an experienced Service Desk who is a first point of contact for IT-related incidents and service requests. The role focuses on providing timely, customer-focused technical support while adhering to ITIL best practices. The analyst is responsible for logging, categorizing, prioritizing, and resolving basic incidents, as well as escalating complex issues to higher-level support teams.
Responsibilities
.Act as the first point of contact for all IT incidents and service requests via phone, email, chat, or ticketing system
.Log, categorize, prioritize, and track incidents and requests in accordance with ITIL processes
.Provide first-line technical support for hardware, software, network, and application issues
.Resolve common issues at first contact using documented procedures and knowledge base articles
.Escalate unresolved incidents to L2/L3 support teams with clear documentation and troubleshooting details
.Monitor ticket queues to ensure SLA compliance and timely resolution
.Communicate effectively with users, providing regular updates on ticket status
.Perform basic user administration tasks (e.g., password resets, account unlocks, access requests)
.Follow incident, request, problem, and change management processes
.Contribute to the maintenance and improvement of knowledge base articles
.Identify recurring issues and recommend process improvements
Qualifications we seek in you!
Minimum Qualifications
.Prior experience in a service desk or IT support role
.Basic understanding of ITIL framework and service management principles
.Familiarity with ticketing systems (ServiceNow preferred)
.Knowledge of Windows/macOS operating systems and common business applications
.Basic networking concepts (LAN/WAN, VPN, DNS)
.Strong customer service and communication skills
.Ability to work in a fast-paced, shift-based environment
Preferred Qualifications/ Skills
.ITIL Foundation certification (or willingness to obtain)
.Experience supporting Microsoft 365, Active Directory, and endpoint devices
.Prior experience in a call center or customer-facing support role