Service Desk Specialist

What You'll Do Act as the primary interface for end users, handling technical inquiries and providing clear, professional support across phone, email, and ticketing channels

Own tickets end-to-end, performing remote troubleshooting, root-cause diagnosis, and resolution in line with SLA and KPI expectations

Fulfill standard service requests such as software installation, configuration, and device setup, following defined procedures

Install, modify, and maintain end-user computer hardware and software as requested

Develop and maintain SOPs, training materials, and knowledge base articles to support continuous service improvement

Support IT asset and configuration management, ensuring accurate records of the end-user computing environment

Monitor and manage ticket backlogs, driving prompt progression and closure of open requests

Core Essentials Diploma or degree in IT, Computer Science, or a related field preferred

1–3 years of experience in IT support, service desk, or helpdesk roles

Solid understanding of Windows OS, Microsoft 365, and common enterprise applications

Working experience with ITSM or ticketing systems such as ServiceNow, Jira, Xurrent, or BMC

Working knowledge of computer hardware, endpoint support, and basic networking concepts

Business-fluent English (read, write, verbal)

Willingness to work a night-shift schedule aligned to US business hours

Bonus Skills ITIL 4 Foundation, CompTIA A+, or CompTIA Network+ certification

Additional Microsoft or Cisco (CCNA) certifications

Strong customer-handling track record that may support consideration for a more senior scope