The IT Service Desk Specialist serves as the primary point of contact for technical support inquiries, providing timely assistance and troubleshooting for both hardware and software issues. This role involves managing user accounts, supporting standard software applications, and ensuring efficient resolution of incidents through a ticketing system.

Key Responsibilities:

– Act as the first point of contact for IT-related inquiries, issues, and requests from end-users.
– Provide timely and efficient technical assistance via phone, email, or chat.
– Log and categorize IT incidents and service requests in a ticketing system.
– Troubleshoot and resolve technical issues, escalating when necessary.
– Manage user accounts, including creating, modifying, and disabling accounts according to company policies.
– Assist with password resets and account-related inquiries.
– Provide support for standard software applications and hardware peripherals, including software installation, configuration, and troubleshooting.
– Maintain IT documentation, including knowledge base articles and procedures.
– Assist in tracking and managing IT assets, conducting periodic audits and inventory checks.
– Share knowledge and best practices with colleagues and end-users, offering guidance and training on IT-related topics.

Qualifications:

– Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
– Proven experience in a technical support or customer service role.
– Familiarity with IT service management principles and ticketing systems.
– Strong problem-solving and troubleshooting skills.
– Excellent communication and interpersonal abilities.
– Customer-centric mindset with a focus on providing high-quality service.
– Ability to work independently and collaboratively within a team.