IT Service Desk Administrator

Key Responsibilities

• Provide first-line technical support for end users via ticketing systems, phone, chat, and email.
• Troubleshoot and resolve Microsoft Windows operating system issues.
• Support and troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
• Diagnose and resolve software-related incidents and application issues.
• Perform basic network troubleshooting and connectivity diagnostics.
• Escalate complex issues to second-line support teams when required.
• Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system.
• Follow IT service management processes and SLA requirements.
• Assist users with account-related issues, access requests, and basic system configurations.
• Provide excellent customer service and maintain effective communication throughout the support process.
• Work efficiently in a fast-paced environment while managing multiple tasks and applications simultaneously.

Technical Skills
Operating Systems

• Strong knowledge of Microsoft Windows environments.
• Windows troubleshooting and end-user support.

Microsoft 365

• Microsoft Outlook troubleshooting.
• Microsoft Office applications support.
• Microsoft Teams and OneDrive basic support.
• Microsoft 365 user administration fundamentals.

Networking

• Network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN).
• Basic network troubleshooting and connectivity diagnostics.

Cloud Technologies

• Basic understanding of Microsoft Azure and cloud computing concepts.
• Familiarity with cloud environments and identity management fundamentals.

Software Support

• Software installation, configuration, troubleshooting, and maintenance.
• Application support and issue resolution.

Soft Skills

• Strong verbal and written communication skills.
• Excellent customer service and user support skills.
• Strong troubleshooting and analytical thinking abilities.
• Ability to work under pressure and manage multiple priorities.
• Ability to work on multiple applications and tasks simultaneously.
• Strong teamwork and collaboration skills.
• Attention to detail and commitment to service quality.

Preferred Skills

• Familiarity with ITSM tools such as Jira Service Management, or similar ticketing systems.
• Basic knowledge of azure and user account management.
• Understanding of ITIL concepts and Service Desk best practices.

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field
• Equivalent practical experience considered in lieu of formal education
• 0–2 years of experience in a Service Desk, Help Desk, or IT Support role
• Hands-on experience supporting Microsoft Windows environments
• Experience with Microsoft 365 applications (Outlook, Teams, OneDrive, Office)
• Exposure to ticketing systems and ITSM workflows