Service Desk Specialist

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Escalate unresolved issues to appropriate support teams and follow up to ensure resolution.
• Log all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy).
• Provide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting.
• Assist with user account management (Active Directory, Exchange, Office 365).
• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
• Support onboarding and offboarding processes including device setup and access provisioning.
• Maintain knowledge base articles and documentation for common issues and solutions.
• Adhere to SLAs and ensure timely resolution of tickets.
• Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
• Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications

Key Responsibilities:

• Provide 24x7 support for end users via

  phone, chat, and email

  , focusing on retail IT operations.
• Troubleshoot and resolve issues related to

  Point of Sale (POS)

  systems,

  iOS devices

  ,

  Windows OS

  ,

  Office 365

  ,

  Active Directory

  , and

  basic networking

  .
• Handle

  Incidents, Service Requests, Changes, and Problems

  in accordance with

  ITIL methodologies

  .
• Work in a

  shift-based rotation

  (including nights, weekends, and holidays) to support business-critical systems around the clock.