Service Desk Technician

Service Desk Technician I

Job Overview : This role provides first-level technical support to internal users. Responsibilities involve managing inbound requests via ITSM tickets, phone calls and instant messages; troubleshooting technical issues; and ensuring timely resolution of service requests. The ideal candidate will possess excellent communication skills, a foundation in technical troubleshooting, and the ability to perform effectively in high-demand environments. This role serves as a critical point of contact for resolving IT-related problems, supporting business continuity by minimizing downtime across the organization.

Department Overview : The IT Operations department ensures the reliable operation of all technology systems across the organization. Responsibilities include managing user support, monitoring system health, and coordinating the resolution of technical issues. The department partners closely with other teams to deliver timely responses to incidents and service requests while meeting service-level agreement (SLA) commitments. Team members are expected to collaborate effectively, ensuring access to IT resources and driving continuous improvement of support services.

Job Details

• Respond to user requests by assessing needs, troubleshooting issues, and delivering timely, accurate solutions in areas such as :

IT hardware and software troubleshooting

Job Requirements

Required

Desired