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. You will be the initial point of contact for hardware, software and network issues, ensuring smooth operation of IT services and delivering excellent customer service.

Key responsibilities

• Provide first‑level support for hardware, software, network and operating system problems, logging and prioritising requests via phone, email or ticketing system.
• Troubleshoot and resolve issues on desktops, laptops, printers and other end‑user devices, including password resets and account lockouts.
• Log, categorise and prioritise incidents, escalating unresolved cases to second‑line support and tracking status updates.
• Install, configure and maintain software applications and hardware devices, and set up new user accounts and workstations.
• Document troubleshooting steps and solutions in the knowledge base and create self‑help guides for users.

Required profile

• Education: High school diploma, Associate’s degree or relevant certifications such as CompTIA A+ or ITIL Foundation.
• Experience: 1‑3 years of proven experience in a technical support or service desk role.

Required skills

• Operating systems: Windows, macOS, Linux.
• Networking basics: DNS, TCP/IP, VPN.
• Active Directory, email clients and remote desktop tools.
• ITSM tools: ServiceNow, Jira (or similar).
• Hardware troubleshooting for PCs, laptops and printers.
• Certifications: CompTIA A+, ITIL Foundation.