Service Desk Specialist

Role Overview:

Service Desk Specialist

Key Responsibilities:

Technical Support

• Provide first-level support via phone, email, chat, or ticketing systems
  
• Troubleshoot and resolve hardware, software, printer, and network-related issues
  
• Assist with account setups, password resets, permissions, and software installations

Incident & Request Management

• Log, categorize, prioritize, and track incidents and service requests using ITSM tools (e.g., ServiceNow, Jira Service Desk)
  
• Follow standard operating procedures (SOPs) for resolution and escalation
  
• Maintain detailed and accurate documentation for all issues and solutions

System Access & Setup

• Support onboarding/offboarding processes including provisioning laptops, access credentials, and necessary software
  
• Maintain IT inventory and ensure hardware/software compliance

Communication & Collaboration

• Provide excellent customer service to internal or external users
  
• Work closely with other IT team members and escalate issues when necessary
  
• Identify recurring issues and propose improvements or training to reduce incidents

Nice-to-Haves:

• IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft MCP)
  
• Experience with remote desktop tools and mobile device management (MDM) systems
  
• Familiarity with Active Directory, VPN, and basic scripting (PowerShell, Bash)
  
• Knowledge of ITIL practices and service management principles