More about this opportunity
We are looking for an IT Service Desk Specialist who can take ownership of the responsibilities mentioned below and act as the first point of contact between internal teams and end-users. The ideal candidate will be responsible for managing and resolving IT incidents, providing exceptional support to users, and coordinating with infrastructure, application teams, and third-party vendors. This role requires a proactive approach to incident management, ensuring timely communication, efficient problem resolution, and maintaining a high level of customer satisfaction.The Service Desk Specialist will be expected to track, prioritize, and resolve issues according to SLAs while escalating complex issues to higher-level teams when necessary. Strong technical and communication skills, along with a customer-focused mindset, are essential for success in this role.
Main Tasks & Responsibilities
Experience in managing Active Directory by creating, modifying, and disabling user accounts, performing password resets, and managing group memberships and permissions to ensure proper access control.
Resolve issues related to email delivery, mailbox access, and configuration within Hybrid Exchange environments, including assisting users with mail client setup (e.g., Outlook) and mobile email access.
Provide first-level support for Microsoft Teams (login issues, meeting connectivity problems, file sharing errors) and assist with SharePoint access issues, document permissions, and troubleshooting navigation or functionality issues.
Enroll devices like laptops and smartphones into Microsoft Intune for policy compliance and troubleshoot device compliance, app installation, and policy deployment issues.
Diagnose and resolve common Windows 10/11 and MacOS operating system issues such as boot failures, driver conflicts, system updates, and performance slowdowns, as well as support system setup and software installation.
Utilize remote desktop tools (e.g., RDP, TeamViewer) to assist users with remote troubleshooting of system and application issues.
Resolve VPN connection issues, including credential validation and connection drops, and diagnose network-related problems such as slow connectivity or dropped connections.
Log, prioritize, and track incidents and service requests using ticketing systems like ServiceNow, and escalate complex issues to appropriate technical teams while maintaining ownership of tickets.
Provide clear, easy-to-understand explanations of technical solutions to non-technical users and maintain a friendly, professional, and empathetic approach to ensure high levels of customer satisfaction.
Proactively monitor system alerts and diagnose issues before they escalate, taking preventative measures to avoid recurring problems, and collaborate with infrastructure and application teams for smooth system operations.
Focus on improving user experience and resolving issues efficiently to maintain high customer satisfaction, while providing feedback to management on potential improvements to workflows, tools, or processes to enhance overall support effectiveness.
Document and share solutions within and outside of the team, train other team members in these solutions.
Take and give constructive feedback in an open culture to learn from each other.
Does this sound like an exciting and challenging opportunity?
Do you have a curious mind with strong problem-solving skills? Do you enjoy addressing unique challenges in collaborative and creative ways? Do you enjoy building solutions with the customer in mind?
Are you a team player who is excited to be part of a global, dynamic, and diverse team, dedicated to delivering solutions to the highest customer satisfaction?
Do you have experience in the following?
Hands-on experience in Active Directory, Hybrid Exchange, Microsoft Teams, SharePoint, and Intune for device management.
Skilled in troubleshooting MacOS, Windows 10/11, VPN connectivity, remote desktop tools, and resolving hardware issues.
Proficiency in using ticketing systems like ServiceNow for incident management and tracking.
Strong focus on customer service management, ensuring high levels of user satisfaction through clear communication, problem ownership, and timely resolution of issues.
