IT Service Desk Specialist

Job Role
Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications
Job Responsibilities

• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur
• Extract and combine data to generate standard report
• Help manage internal clients by carrying out standard activities and providing support to others
• Help others get the most out of the ticketing system by providing support and advice
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary
• Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business
• Provide fault isolation and resolution to limit and address issues promptly
• Support implementation of required security measures, such as firewalls or message encryption, monitoring performance to notify security experts of any problems
• Use the knowledge management system to access specific information
  

Education
Bachelor Degree in Information Technology or Relevant field of study preferred
Required Qualifications & Skills
Qualifications

• 1–3 years of experience in IT support or service desk role.
• Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications are a plus
  

Technical Skills

• Proficiency in troubleshooting Windows and/or macOS operating systems.
• Knowledge of Active Directory, user account management, and permissions.
• Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with networking basics (TCP/IP, DNS, VPN, Wi-Fi).
• Understanding of ITIL principles and ticket management systems (e.g., ServiceNow, Jira, Zendesk).
• Basic knowledge of cybersecurity practices (password management, phishing awareness, endpoint protection).
  

Soft Skills

• Strong problem-solving and analytical skills.
• Excellent communication (oral and written) and interpersonal skills.
• Customer-service orientation with patience and empathy.
• Ability to work under pressure and manage multiple priorities.
• Attention to detail and strong documentation habits.
• Teamwork and willingness to collaborate with cross-functional teams.
  

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