Information Technology Service Desk

Staff4Me is looking for a proactive and detail-oriented Information Technology Service Desk professional to enhance our support team. In this role, you will be the front line for technical support, assisting users with technical issues and ensuring their needs are met with efficiency and professionalism. Your contributions will directly impact user satisfaction and operational performance.

Key Responsibilities

• Serve as the primary contact for IT-related inquiries via phone, email, and chat.
• Troubleshoot hardware, software, and network issues, providing step-by-step guidance to users.
• Document all support interactions and resolutions in our ticketing system for analysis and quality assurance.
• Set up and configure new hardware, including desktops and laptops, and assist with software installation.
• Monitor and prioritize support tickets to ensure timely resolution in accordance with service level agreements (SLAs).
• Collaborate with higher-level IT staff to escalate complex issues when necessary and follow up on resolved tickets.
• Maintain user documentation and knowledge base articles to enhance team efficiency and user self-service.

Requirements

• Minimum of 2 years of experience in an IT support or Service Desk role.
• Cloud experience (any cloud such as AWS, Microsoft cloud, Google Cloud etc)
• Linux / ubuntu knowledge
• Microsoft 365 admin knowledge
• Strong technical foundation in computer systems, operating systems, and software applications.
• Excellent customer service skills and a passion for helping users resolve their issues.
• Ability to clearly communicate technical information to non-technical users.
• Experience with IT service management tools and ticketing systems.
• Strong analytical and problem-solving abilities.
• Certifications such as CompTIA A+, ITIL, or Microsoft certifications are a plus.

Benefits

- Up to 40,000 packaged

- Opportunity for growth and career development.

- Training and support to enhance technical and customer service skills.

- Work in a dynamic and multicultural environment.