IT Service Desk Technician

About the role

The IT Service Desk Technician provides first‑ and second‑level technical support to internal users and customers, ensuring hardware, software, AV and network issues are resolved quickly. This role combines remote assistance with onsite visits to maintain productivity across the organisation.

Key responsibilities

• Deliver 1st and 2nd level support for hardware, software, audiovisual and network incidents.
• Troubleshoot PCs, laptops, mobile devices and identify root causes to implement effective solutions.
• Install, configure and maintain computer hardware, software applications and related IT equipment.
• Log, track, escalate and close incidents in accordance with ITSM processes and SLA targets.
• Provide remote and onsite assistance, minimizing business disruption.
• Manage user accounts, perform password resets and basic Active Directory administration.
• Escalate complex issues to specialised teams or third‑party vendors.
• Document technical issues, resolutions, user guides and support procedures.
• Support network connectivity, printers, conferencing systems and other infrastructure components.
• Maintain a secure environment by following cybersecurity policies and reporting security incidents.

Required profile

• Strong customer‑service orientation with clear communication skills.
• Ability to work independently and as part of a team.
• Attention to detail and commitment to follow ITSM processes.
• Willingness to stay updated on emerging technologies.

Required skills

• Active Directory (basic administration)
• Audio‑Visual (AV) equipment support
• Network troubleshooting and connectivity
• PC hardware installation and maintenance
• Software troubleshooting on Windows platforms
• Mobile device support (iOS/Android)
• Printer and peripheral device configuration