Service Desk Tier 1

Position Summary

The Junior Helpdesk Support role helps employees solve basic technology problems and requests. This position is for those with up to four years of experience. The main tasks include running a service desk, setting up software, and supporting users in a professional way.

Responsibilities

Key Responsibilities:

• Respond to requests for help with computers, software, and internet connections.
• Fix issues with Microsoft 365, Dell computers, and video meeting equipment.
• Pass on difficult problems to senior team members or outside support.
• Keep track of user requests and updates using helpdesk software.
• Manage user accounts and passwords as instructed.
• Help set up, maintain, and use HelpDesk & User online applications.
• Record solutions and common problems for future use.
• Communicate clearly and politely with users, giving updates on progress.
• Help monitor systems to spot and report possible issues early.
• Work with other IT team members to learn and solve more complex problems.
  
  

• Problem-Solving Skills: Ability to troubleshoot end user issues quickly and efficiently.
• Customer-Centric Approach: Strong communication skills with a focus on providing exceptional customer service.
• Attention to Detail: Precision in handling escalations, documenting solutions, and following procedures.
• Collaboration: Ability to work effectively with global teams and cross-functional departments.
• Adaptability: Comfort working in a fast-paced, high-pressure environment with shifting priorities.
• Proactivity: Ability to anticipate potential problems and take preemptive action.