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Service Desk Technician
hace 2 meses
Job Title: Service Desk Technician
Job Type: Contract
The Service Desk Technician will be the primary point of contact for providing technical support to end-users who require assistance with their computer hardware or software. This includes resolving technical faults, answering tickets, and fulfilling service requests to ensure users can return to work efficiently.
Key Responsibilities:
- Identify and diagnose technical issues and problems
- Advise users on actions to take to resolve issues
- Categorize and record reported queries
- Follow documented scripts for troubleshooting incidents or fulfilling requests
- Route queries to the corresponding queues depending on the category
- Escalate unresolved queries
- Keep track of tickets under ownership from registration to closure
- Inform users about progress on ticket resolution
- Ensure information for categories, queues, approval workflows, and work instructions are up-to-date and notify responsible parties of needed updates
- Clarify requests with users when unclear or have doubts, and do not assume information or start attending to requests with incomplete information
Requirements:
- English is a must
- Help Desk experience
- Teamwork
- ITIL knowledge or experience
- Infrastructure experience (VPN, Citrix, Microsoft, Windows, Power BI, Office)
- Remedy or ServiceNow desirable
Experience:
- Service Desk: 1 year (Required)
- IT Infrastructure Support: 1 year (Required)
Language:
- English (Required)
