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Title
Text copied to clipboard!Service Desk Technician
Description
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We are looking for a dedicated Service Desk Technician to join our IT support team. In this role, you will be the first point of contact for users experiencing technical issues, providing timely and effective solutions to ensure minimal disruption to business operations. Your responsibilities will include troubleshooting hardware and software problems, managing service requests, and escalating complex issues to higher-level support teams when necessary. You will also document incidents and resolutions accurately to maintain a comprehensive knowledge base. The ideal candidate will have strong communication skills, a customer-oriented mindset, and the ability to work under pressure in a fast-paced environment. Familiarity with common operating systems, networking concepts, and IT service management tools is essential. This position offers an opportunity to develop your technical expertise and contribute to the overall efficiency and success of our IT services.
Responsibilities
Text copied to clipboard!- Respond promptly to user inquiries via phone, email, or chat.
- Diagnose and resolve technical hardware and software issues.
- Document incidents and solutions in the ticketing system.
- Escalate unresolved issues to appropriate IT teams.
- Maintain and update user accounts and permissions.
- Provide guidance and training to users on IT best practices.
- Monitor system performance and report anomalies.
- Assist in the setup and configuration of new hardware and software.
- Ensure compliance with IT policies and procedures.
- Participate in continuous improvement initiatives for IT support processes.
Requirements
Text copied to clipboard!- Proven experience in a service desk or technical support role.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with networking fundamentals and protocols.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal abilities.
- Ability to manage multiple tasks and prioritize effectively.
- Experience with ticketing systems and remote support tools.
- Basic understanding of ITIL framework is a plus.
- High school diploma or equivalent; relevant certifications preferred.
- Willingness to work in shifts, including evenings and weekends if required.
Potential interview questions
Text copied to clipboard!- Can you describe your experience with IT support ticketing systems?
- How do you prioritize multiple support requests?
- What steps do you take when troubleshooting a hardware issue?
- How do you handle difficult or frustrated users?
- Are you familiar with ITIL or other service management frameworks?
- Can you provide an example of a complex technical problem you resolved?
- What operating systems and software are you most comfortable supporting?
- How do you stay updated with the latest technology trends?
- Are you willing to work flexible hours or shifts?
- What motivates you to work in IT support?
