IT Service Desk Administrator

Key Responsibilities

• Provide first-line technical support for end users via ticketing systems, phone, chat, and email.
• Troubleshoot and resolve Microsoft Windows operating system issues.
• Support and troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
• Diagnose and resolve software-related incidents and application issues.
• Perform basic network troubleshooting and connectivity diagnostics.
• Escalate complex issues to second-line support teams when required.
• Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system.
• Follow IT service management processes and SLA requirements.
• Assist users with account-related issues, access requests, and basic system configurations.
• Provide excellent customer service and maintain effective communication throughout the support process.