IT Service Desk Assistant

IT Service Desk Assistant

The IT Service Desk team is experiencing a sustained increase in workload due to growing business demands and the rising number of end users requiring timely technical support. Current staffing levels are no longer sufficient to maintain service quality, meet SLA commitments, or support ongoing initiatives. Additional personnel will help distribute workload more evenly and strengthen overall support availability.

Key Responsibilities

Provide firstlevel technical support via phone, email, chat, and ticketing systems.

Perform root cause analysis and apply effective problemsolving to reduce recurring issues.

Troubleshoot hardware, software, network, and account-related incidents.

Communicate clearly and professionally with a strong focus on user satisfaction.

Document, track and update support tickets accurately and in line with service standards.

Own assigned issues from initial report through resolution, escalating when required.

Maintain a detailoriented approach in troubleshooting, documentation and follow-up.

Identify opportunities for process improvement and contribute to enhancing service desk workflows.

Collaborate with crossfunctional IT teams for efficient service delivery and knowledge sharing.

Preferred Qualifications & Certifications

ITIL Foundation Certification (preferred)

CompTIA A+, Network+, or Security+ (advantageous)

Experience with ticketing tools (e.g. ManageEngine, Jira)

Duration: 6 months and extendable if the work is satisfactory