Service Desk Support - IT

Job Description:

We are looking for a skilled Service Desk Support - IT individual to be the first point of contact for our users, providing technical assistance and resolving IT-related issues.

Responsibilities:

• Provide first-level technical support to end-users for hardware, software, and network-related issues, primarily focusing on telecommunications systems.
• Log, categorize, prioritize, and track all service requests and incidents using our helpdesk ticketing system.
• Troubleshoot and resolve technical problems efficiently, escalating complex issues to higher-tier support teams when necessary.
• Perform remote diagnostics and troubleshooting to resolve user issues.
• Develop and implement automation scripts to streamline repetitive tasks and improve service delivery.
• Document solutions, procedures, and knowledge base articles to facilitate self-service and improve team efficiency.
• Communicate effectively with users, providing clear and concise updates on their requests.

Qualifications:

• Graduate of IT-related or Telecommunications-related courses (e.g., Computer Science, Information Technology, Electronics Engineering, Telecommunications Engineering).
• Minimum of 1 year of experience in Telecommunications Network operations.
• Familiarity with various operating systems (Windows, Linux, macOS).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.