Information Technology Service Desk

Job Description:

Role definition

This role will be responsible for providing Level 1 Service Desk support to end users, particularly focusing on laptop enrolling, basic troubleshooting, and resolving user calls related to IT services. The ideal candidate will demonstrate strong communication skills, fundamental technical knowledge, and a keen focus on customer satisfaction.

Expected qualification and critical experiences

· 1/2 years of experience in IT service desk or technical support roles.

· Basic understanding of laptop hardware/software configurations.

· Familiarity with network connectivity basics (Wi-Fi, LAN, VPN).

· Ability to enroll and support user devices as per organizational standards.

· Experience in logging and tracking incidents via a ticketing system.

· Working knowledge or experience with BMC Remedy or any similar ticketing tools is required.

· Proven ability to communicate effectively with end users and internal teams in English.

Mandatory Skills:

· Good understanding & knowledge on Windows Operating systems Windows 7,10 and 11 and general troubleshooting steps.

· Good understanding of IT security, ITIL and compliance issues related to endpoint management

· Excellent communication and customer service skills in English.

· Ability to guide users through common technical issues.

· Basic understanding of networking concepts (IP, DNS, DHCP).

· Hands-on experience with enrolling laptops or endpoint devices.

Good to Have

· Exposure to ITIL framework or similar service management practices.

· Familiarity with service desk tools like ServiceNow, Remedy, or equivalent.

· Understanding of Active Directory, remote access tools, or MDM (Mobile Device Management) solutions.