Service Desk Specialist

The Service Desk Analyst provides front-line technical support to end-users across the organization, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. This role requires strong troubleshooting skills, clear communication, and the ability to operate efficiently in a fast-paced environment.

• Respond to incidents and service requests through phone, email, chat, and ticketing systems.
• Provide first-level technical support for hardware, software, and network-related issues, including:
• Microsoft Windows, Mac OS, Office 365
• Active Directory, Exchange, and common enterprise applications
• Configure, image, and deploy PCs, laptops, and peripherals.
• Diagnose and repair hardware issues for desktops and laptops.
• Escalate complex issues to Level II/III support teams when necessary.
• Maintain accurate and detailed documentation within the Knowledge Base and ensure tickets are updated promptly.

• 1+ years of experience in a help desk, service desk, or technical support role
• Strong knowledge of Windows and Mac operating systems
• Understanding of Office 365, Active Directory, and Exchange
• Excellent troubleshooting and problem-solving skills
• Strong customer service and communication abilities
• Ability to multitask and remain calm under pressure