The IT Service Desk role is responsible for managing the operation of the Service Desk. This

role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.

Job Responsibilities:

Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Follow up on the tickets opened within the IT Service Management System that contain all required requests and issues.
Create tickets within the IT Service Management System that contains all required and pertinent information.
Provide direct user support to resolve incidents and complete service requests. This includes testing/validating fixes and obtaining confirmation from the requester prior to the ticket being closed.
Document actions performed to resolve the issue within the ticket

End-User Support

• Provide technical support for end users regarding software and desktop applications.

• Assist users with system access, password resets, and account-related issues.

Service Desk & Incident Management

• Handle IT service requests, incidents, and problems through the ticketing system.

• Ensure timely resolution of incidents according to defined SLAs.

• Escalate complex technical issues to relevant teams when required.

• Document troubleshooting steps and solutions in the knowledge base.

System Administration

• Assign Active Directory (AD) user accounts, organizational units, and security groups.

• Apply Group Policies (GPOs) to enforce security and system configurations.

• Provide support for system authentication and access management.

Required Skills & Qualifications

• Strong knowledge of Windows Operating Systems and desktop support.

• Experience with Active Directory administration.

• Familiarity with IT ticketing systems and incident management processes.

• Strong troubleshooting and problem-solving skills.

• Good communication skills and ability to support end users effectively.

Preferred Qualifications

Bachelor's degree in computer science, Information Technology, or any related field
English level B1
Experience in IT Service Desk or IT support environment (min 2 years).
Working knowledge of Active Directory, Azure Entra ID, Microsoft 365, Intune, and Tanium.
Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or CCNA are a plus.
Familiarity with ITIL principles is a plus.
Experience working in enterprise IT environments.

IT System Analyst