IT Service Desk Technician - L1 03N25

We are seeking a dedicated and proactive IT Service Desk Technician - L1 to join our team. In this role, you will be the first point of contact for clients seeking technical assistance. You will provide support primarily via phone, email, or digital platforms, ensuring that users receive prompt and efficient responses to their IT-related queries. Your duties will include troubleshooting, resolving hardware or software issues, and escalating problems to higher-level technicians when necessary. Your ability to communicate effectively, combined with strong problem-solving skills, will be crucial in delivering exceptional customer service and maintaining client satisfaction. If you are eager to join a fast-paced environment and contribute to our IT support team's success, we welcome your application.

Responsibilities

• Serve as the initial point of contact for customers seeking IT assistance.
• Determine the best course of action based on the issue presented by the user.
• Provide first-level technical support through various communication channels.
• Diagnose and troubleshoot software and hardware issues for end users.
• Escalate complex or unresolved issues to senior IT staff as needed.
• Maintain documentation for IT support processes and common issue resolutions.
• Log and track all customer interactions and incidents in the ticketing system.
• Follow up with clients to ensure complete resolution of technical issues.
• Collaborate with team members to share knowledge and improve service delivery.
• Contribute to the creation and updating of user guides and FAQs.
• Stay updated on company policies and industry best practices in IT support.
• Participate in training sessions and tech refresh initiatives as required.

Requirements

• Minimum of one year of experience in an IT support or help desk role.
• Proficiency with Windows, MacOS, and Microsoft Office Suite applications.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent verbal and written communication skills for effective client interactions.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Familiarity with ticketing systems and remote support tools such as TeamViewer.
• A customer-service oriented mindset with a focus on delivering high-quality support.