About the Role
The Junior
Service Desk Technician will provide basic
first-level remote support to users, ensuring excellent customer service, and
assisting in resolving user inquiries under supervision.
Responsibilities
Service Desk Operation and Management
- Adhere to service desk policies, processes, and
guidelines
- Provide first-level support for basic user
inquiries under supervision.
- Escalate complex issues to higher-level
technicians.
- Communicate with users to provide updates and
clarify simple issues.
- Follow detailed procedures for troubleshooting
hardware, software, and user errors.
- Assist in improving ticket documentation by
logging essential details in the system.
Documentation / Knowledge Management
- Follow and update basic documentation for common
issues.
- Log communication and issue resolution according
to ITSM procedures.
- Use existing diagnostic scripts and templates.
Resolution of Service Requests and basic incidents
- Resolve common requests/service requests, such
as:
- Basic troubleshooting of hardware and software.
- User licensing and account setup.
- Assist users with training and resolving user
errors.
Career Growth and Development
We have
a strong culture of constant learning and we deeply invest in our people.
You’ll have weekly check-ins with your manager, access to mentorship and
training, and regular feedback on your performance. We’ll hold career reviews
every one-three months, and set aside time to discuss your aspirations and
career goals. You’ll have the opportunity to shape a growing organization and
gain rewarding technical experience.
Qualifications
Across
all roles, these are the general qualifications we look for. For this
role specifically, you will have:
- Diploma/Bachelor’s Degree in IT with 6 months of
experience.
- Foundational IT knowledge and basic
troubleshooting skills.
- Familiarity with ITIL foundations and ITSM
concepts.
- Understanding of organizational technology
policy and service desk procedures
How to Apply
