Service Desk Specialist

What You'll Do • Act as the primary interface for end users, handling technical inquiries and providing clear, professional support across phone, email, and ticketing channels

• Own tickets end-to-end, performing remote troubleshooting, root-cause diagnosis, and resolution in line with SLA and KPI expectations

• Fulfill standard service requests such as software installation, configuration, and device setup, following defined procedures

• Install, modify, and maintain end-user computer hardware and software as requested

• Develop and maintain SOPs, training materials, and knowledge base articles to support continuous service improvement

• Support IT asset and configuration management, ensuring accurate records of the end-user computing environment

• Monitor and manage ticket backlogs, driving prompt progression and closure of open requests

Core Essentials • Diploma or degree in IT, Computer Science, or a related field preferred

• 1–3 years of experience in IT support, service desk, or helpdesk roles

• Solid understanding of Windows OS, Microsoft 365, and common enterprise applications

• Working experience with ITSM or ticketing systems such as ServiceNow, Jira, Xurrent, or BMC

• Working knowledge of computer hardware, endpoint support, and basic networking concepts

• Business-fluent English (read, write, verbal)

• Willingness to work a night-shift schedule aligned to US business hours

Bonus Skills • ITIL 4 Foundation, CompTIA A+, or CompTIA Network+ certification

• Additional Microsoft or Cisco (CCNA) certifications

• Strong customer-handling track record that may support consideration for a more senior scope