Service Desk - S
Service Desk - S
Posted on :
26-08-2025
Employer Active
1 Vacancy
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Job Description
key Responsibilities:
- Provide L2 remote support for US and Canada-based end users in a 24/7 support model.
- Respond to client service requests via phone email chat and ticketing systems.
- Diagnose and resolve hardware/software incidents including operating systems (Windows) Microsoft Office Outlook antivirus and other applications.
- Support user issues related to software images security patches deployed software packages and system tools.
- Troubleshoot and resolve issues with printers/scanners browsers Outlook configuration VPN and network connectivity.
- Escalate unresolved or complex issues to specialized support teams.
- Perform user management activities in Active Directory (AD) including account creation password resets and permissions management.
- Work with tools such as O365 MIM and adhere to ITIL processes for incident problem and change management.
- Install configure and troubleshoot computer hardware peripherals and software systems remotely.
- Maintain documentation of issues resolutions and escalation points.
- Ensure compliance with security protocols including mobile device management and VPN usage.
Required Skills & Qualifications:
- Minimum of 5 years of relevant experience in IT service desk or technical support roles.
- Excellent verbal and written communication skills in English.
- Strong knowledge of Windows Desktop platforms Microsoft Office Suite Outlook and O365.
- Hands-on experience with Active Directory MIM ITIL framework and ticketing systems.
- Familiarity with basic networking concepts and remote support tools.
- Strong problem-solving skills with the ability to troubleshoot complex desktop software and connectivity issues.
- Experience in handling VPN configurations software installations and endpoint security solutions.
- Ability to work in rotational shifts including nights weekends and holidays as per business requirements.
Preferred Qualifications:
- ITIL Certification (Preferred)
- Microsoft Certifications (e.g. MCSA MS-900 MD-100/101) are an advantage.
- Experience with enterprise environments and tools like SCCM ServiceNow or similar.
Employment Type
Full-time
Key Skills
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