Service Desk Technician

Role:
Service Desk Technician
Duration:12 months
location:
Remote

JOB SUMMARY:

The Service Desk Technician provides Tier 1 and Tier 2 technical support for end users across Windows devices, hardware, and enterprise applications. This role serves as a primary point of contact for IT incidents and service requests, owning the full ticket lifecycle from intake through resolution or escalation. The ideal candidate has strong Windows troubleshooting skills, hands-on experience supporting laptops and peripherals, and a proactive approach to ticket management, prioritization, and follow-up.

Knowledge, Skills, and Abilities:
Technical Skills
strong troubleshooting skills in Windows 11 environments.
o Hands-on experience supporting laptop hardware and peripherals.
o Familiarity with Microsoft 365 and Windows-based enterprise applications.
o Experience working within a ticketing system and managing ticket queues.
o Basic networking knowledge (VPN, DNS, DHCP troubleshooting).

Service Desk Operations:
o Experience managing ticket queues and enforcing SLA compliance.
o Ability to prioritize and dispatch tickets effectively.
o Strong documentation and follow-through habits.
o Customer-focused mindset with clear communication skills.

Organizational & Analytical

Skills:

o Ability to manage multiple tickets simultaneously.
o Strong time management and prioritization.
o Comfortable tracking trends and identifying repeat issues.

Education:

• Bachelor’s degree or equivalent experience

• 3-5 years of Service Desk or Desktop Support experience

• Experience supporting Windows environments in a corporate setting

Interested Candidates, Please share resume to ramya.k