IT Service Desk – First-Line Technical Support

About the role

We are looking for a proactive, customer-focused IT Service Desk professional to provide first-line technical support to end-users. The role involves troubleshooting hardware and software issues, handling service requests and ensuring smooth operation of IT systems.

Key responsibilities

• Provide first-level support for hardware, software, network and OS problems via phone, email or ticketing system.
• Troubleshoot and resolve issues on desktops, laptops, printers and other end-user devices.
• Perform password resets, account lockouts and other user access tasks.
• Log, categorize and prioritize incidents, escalating unresolved cases to second-line support.
• Install, configure and maintain software applications and hardware devices.
• Document solutions in the knowledge base and create self-help guides.
• Monitor system performance and assist with updates, patches and upgrades.

Required profile

• High school diploma, Associate’s degree or relevant certifications (e.g., CompTIA A+, ITIL Foundation).
• 1-2 years proven experience in a technical support or service-desk role.
• Strong problem-solving abilities and excellent verbal and written communication.

Required skills

• Operating systems: Windows, macOS, Linux.
• Networking basics: DNS, TCP/IP, VPN.
• Active Directory, email clients and remote desktop tools.
• ITSM tools such as ServiceNow or Jira.
• Hardware troubleshooting for PCs, laptops and printers.