Service Desk Specialist

We are looking for a Service Desk Specialist to provide first-level technical support to internal and external users. The role involves logging incidents, resolving issues, and ensuring smooth operation of IT services within defined SLAs.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
• Identify, diagnose, and resolve basic technical issues related to hardware, software, networks, and applications
• Escalate complex issues to higher-level support teams as needed
• Log all support interactions, updates, and solutions in the ticketing system
• Monitor open tickets and ensure timely resolution within agreed SLAs
• Follow up with users to ensure complete issue resolution and satisfaction
• Maintain knowledge base articles and update documentation as required
• Support onboarding/offboarding processes including account setups and access rights
• Participate in service improvement initiatives and process reviews