Service Desk Technician

• Ensures proper computer operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.
• Responds promptly to IT service requests, incidents, and problems by diagnosing and resolving technical issues.
• Prioritize and categorize incoming requests, ensuring the most critical issues are addressed first.
• Maintain detailed records of incidents, service requests, and resolutions in the ticketing system.
• Provides exceptional technical support to end-users, including hardware and software troubleshooting.
• Install, configure, and update software applications as needed to end-users’ devices.
• Perform hardware repairs, upgrades, and maintain inventory.
• Assist in educating end-users on basic IT processes and best practices.
• Monitors IT systems for issues and proactively address potential problems.
• Ensure that all IT operations adhere to security policies and best practices.
• Maintains an up-to-date inventory of hardware and software assets.
• Identify opportunities to improve service desk procedures and efficiency.
• Maintains positive relationships with end-users, ensuring a high level of customer satisfaction.

• Attention to details and flexible
• Strong communication skills
• Capable of handling work under pressure

EDUCATION/QUALIFICATIONS:

• Bachelor's degree in Computer Science, IT or relevant field.
• SAP experience is a plus.
• 3-5 years of relevant experience