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Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
- Log and manage service requests and incidents in the ticketing system.
- Identify, diagnose, and escalate (to appropriate internal teams or external vendors) unresolved technical issues related to hardware, software, and network systems. (ticket routing)
- Oversee ticket completion. Follow up with users and technicians to ensure issues are resolved and provide feedback on the resolution process.
Requirements
- 5 years’ experience in a service desk or technical support role.
- Associate or bachelor’s degree in information technology, Computer Science is a plus.
- Strong understanding of Windows and Mac operating systems.
- Familiarity with remote support tools and help desk software.
- Excellent communication and interpersonal skills.
- Must speak and document in English fluently.
- Ability to identify and define end user issues.
- Good ticket routing, documentation and classification skills.
Preferred Skills
- Experience with Active Directory and Office 365 administration.
- Knowledge of ITIL framework and best practices.
