Service Desk Specialist

Key Responsibilities: • Provide first-level IT support through phone, email, chat, walk-in, or ticketing channels. • Log, classify, prioritize, and manage incidents and service requests in the ITSM tool. • Troubleshoot common issues related to hardware, software, Microsoft 365, email, VPN, printers, networks, and business applications. • Support user account activities such as password resets, access requests, and basic account administration. • Resolve tickets within agreed SLA or escalate to the appropriate technical team when required. • Keep users informed with clear and professional updates throughout the ticket lifecycle. • Follow standard operating procedures, security guidelines, and knowledge base articles. • Assist with onboarding, offboarding, asset updates, and basic IT administration tasks. Required Skills and Experience: • Basic knowledge of Windows, Microsoft 365, Outlook, Teams, VPN, printers, and common workplace technologies. • Strong communication, customer service, and problem-solving skills. • Ability to work in a structured, fast-paced support environment. • Experience with ticketing tools such as ServiceNow is an advantage. • Primary/Secondary School/O Level, Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma/Degree. • 0-2 years of experience in IT support, helpdesk, or service desk operations. • ITIL Foundation, CompTIA A+, or Microsoft certification is an advantage.