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Title
Text copied to clipboard!Service Desk Officer
Description
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We are looking for a Service Desk Officer to join our IT support team and provide first-line technical assistance to internal users. The ideal candidate will be responsible for handling service requests, troubleshooting hardware and software issues, and ensuring timely resolution of incidents. This role requires excellent communication skills, a customer-focused mindset, and the ability to work in a fast-paced environment.
As a Service Desk Officer, you will be the first point of contact for users experiencing technical difficulties. You will log and track incidents, provide solutions or escalate issues to the appropriate teams, and follow up to ensure resolution. You will also assist in maintaining documentation, updating knowledge bases, and contributing to continuous improvement initiatives.
The successful candidate should have a strong understanding of IT systems, including Windows and Mac operating systems, Microsoft Office applications, and basic networking concepts. Experience with IT service management tools such as ServiceNow or Jira Service Desk is highly desirable. A proactive attitude, attention to detail, and the ability to prioritize tasks effectively are essential for success in this role.
This position offers an excellent opportunity to develop your IT support skills and grow within a dynamic and supportive team. If you are passionate about technology and enjoy helping others solve problems, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Respond to user inquiries and service requests via phone, email, or ticketing system
- Diagnose and resolve hardware, software, and network issues
- Escalate complex problems to appropriate support teams
- Document incidents, solutions, and procedures in the knowledge base
- Monitor system alerts and take appropriate action
- Provide support for desktop, laptop, and mobile devices
- Install and configure software and hardware
- Maintain accurate records of user interactions and technical issues
- Follow up with users to ensure issue resolution
- Participate in IT projects and improvement initiatives
Requirements
Text copied to clipboard!- Proven experience in a service desk or IT support role
- Strong knowledge of Windows and Mac operating systems
- Familiarity with Microsoft Office and common business applications
- Understanding of basic networking concepts and troubleshooting
- Experience with ITSM tools such as ServiceNow or Jira Service Desk
- Excellent communication and interpersonal skills
- Customer-focused attitude and problem-solving abilities
- Ability to work independently and as part of a team
- Strong organizational and time management skills
- Relevant certifications such as CompTIA A+ or ITIL Foundation are a plus
Potential interview questions
Text copied to clipboard!- Can you describe your experience with IT support or service desk roles?
- What tools have you used for ticketing and incident management?
- How do you prioritize multiple support requests?
- Describe a time you resolved a difficult technical issue.
- What operating systems and software are you most comfortable supporting?
- How do you handle users who are frustrated or upset?
- Have you worked with remote support tools? Which ones?
- What steps do you take to document and track issues?
- Are you familiar with ITIL practices?
- What motivates you to work in IT support?
