Level 1 IT Service Desk Technician - 7AM start
Level 1 IT Service Desk Technician - 7AM start
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a skilled and customer-focused Level 1/2 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for our clients seeking technical assistance.
Youll be a key player in ensuring operational continuity user satisfaction and efficient resolution of incidents and requests.
Key Responsibilities:
Technical Support & Troubleshooting
Provide first and second level support for desktop laptop mobile and peripheral issues.
Troubleshoot hardware and software problems related to Windows macOS Office 365 printers and network connectivity.
Handle Active Directory tasks including user account creation password resets and group permissions.
Ticket Management
Create manage and resolve tickets within SLA guidelines.
Accurately document all actions and communications in the ITSM tool (Freshservice).
Escalate complex issues to Level 2/3 support teams when necessary ensuring proper handover and follow-up.
Systems & Tools Support
Support user access to corporate applications VPN email systems and collaboration tools.
Maintain knowledge of standard operating environments and software configurations.
Work collaboratively with colleagues to deliver top tier service during outages and incidents
Documentation & Process Improvement
Create and update technical documentation procedures and user guides.
Provide input on support process improvements and contribute to the knowledge base.
Qualifications :
Required:
2 years experience in an IT support or service desk role.
- trouble shooting
- backup and recovery processes
- familiarity with Active Directory
- experience with remote monitoring and management tools
Strong knowledge of Windows 10/11 macOS Office 365 and basic networking.
Experience with Active Directory remote support tools and ticketing systems.
Solid understanding of ITIL or other service management frameworks.
Preferred:
Certifications such as CompTIA A ITIL Foundation or Microsoft (MCP/MCSA).
Familiarity with endpoint management systems (e.g. SCCM Intune) is a plus.
Exposure to dental services software and equipment is a plus but not required
Soft Skills:
Excellent problem-solving and analytical skills.
Strong communication skillsboth written and verbal.
A calm customer-oriented approach with the ability to manage pressure and prioritize tasks.
Additional Information :
A high-impact role that influences business performance at the ground level.
Be part of a collaborative supportive team that values innovation and results.
Opportunities for growth in a dynamic multi-site organisation.
Competitive salary benefits and flexible working arrangements.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
