Job Description:
The IT Service Desk Technician is responsible for providing technical support and troubleshooting assistance to end-users across hardware, software, and network systems. This role involves managing and resolving incidents, service requests, and system alerts through ticketing tools while ensuring minimal downtime and high user satisfaction. The technician collaborates with cross-functional IT teams to maintain service quality, implement best practices, and support IT infrastructure improvements.
Key Responsibilities:
Provide L1/L2 technical support for desktops, laptops, mobile devices, and peripherals.
Troubleshoot hardware, software, network connectivity, and printer issues via remote and onsite support.
Manage and resolve tickets within defined SLA timelines using ITSM tools (e.g., ServiceNow, Jira, Freshservice).