Service Desk Specialist
About the Role
Job Description – Service Desk Specialist
Position Summary
The Service Desk Specialist plays a critical role in ensuring employees have reliable, secure, and efficient access to the technology and tools that enable their work. This role serves as the front line of IT support, resolving incidents, fulfilling service requests, maintaining accurate documentation, and delivering exceptional customer experiences. The specialist supports a wide range of enterprise systems including Microsoft 365, Dynamics 365, Azure, endpoint devices, collaboration tools, and SaaS applications, while adhering to established IT controls and change management standards.
Key Responsibilities
Incident and Request Management
- Serve as the first point of contact for IT support, responding to incidents and service requests via phone, chat, email, and the IT ticketing system
- Diagnose and resolve Tier 1 and Tier 2 technical issues related to user accounts, software, hardware, network access, and enterprise applications
- Escalate complex or high-priority issues to appropriate Tier 3 support teams while maintaining ownership through resolution
- Monitor service queues and ensure timely ticket updates and SLA adherence
Customer Service and Communication
- Provide courteous, professional, and empathetic support to all users, ensuring communication clarity and follow-through
- Deliver hands-on support for onboarding, offboarding, and device deployment
- Maintain a customer-centric mindset, balancing urgency with long-term process improvements
Technical Operations and Maintenance
- Support the setup and deployment of laptops and peripherals (Windows/Mac)
- Administer collaboration tools (Teams, SharePoint, Zoom) and troubleshoot connectivity issues
- Assist with mobile device management (Workspace One/Intune)
Documentation and Continuous Improvement
- Maintain accurate records of troubleshooting steps, knowledge articles, and user FAQs
- Contribute to process improvement initiatives and service automation efforts
- Participate in IT projects and cross-functional initiatives to enhance employee technology experiences
Qualifications
- Associate degree in Information Technology, Computer Science, or equivalent experience
- 1 to 2 years of experience in IT support or service desk operations within a corporate environment
- Strong understanding of ITIL principles and incident management best practices
- Proficiency with Microsoft 365, Azure AD / Entra ID, Intune, Teams, and SharePoint
- Experience with Windows and macOS operating systems
- Familiarity with endpoint and device management tools (MDM, asset tracking)
- Experience with enterprise ticketing systems (e.g., TeamDynamix, ServiceNow, Jira Service Desk)
- Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi troubleshooting)
- Excellent written and verbal communication skills with strong problem-solving and customer service focus
Preferred Qualifications
- ITIL v4 Foundation certification or equivalent
- CompTIA A+, Network+, or Microsoft 365 Certified: Modern Desktop Administrator Associate
- Experience supporting hybrid and remote workforce environments
- Familiarity with SOX, ITGC, or ISO 27001 control environments
Performance Metrics
- Incident resolution time and SLA adherence
- Customer satisfaction (CSAT) and feedback scores
- First contact resolution rate
- Documentation quality and knowledge base contributions
- Compliance accuracy for access and provisioning
Responsibilities
- Serve as first point of contact for IT support
- Diagnose and resolve Tier 1/2 issues
- Escalate to Tier 3 and own resolution
Qualifications
- 2 years IT support or service desk experience
- ITIL principles understanding
- Strong communication skills
Required Skills
Keywords
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