Desktop Support Specialist (Level 1)

About the role

We are looking for a customer‑focused Desktop Support Specialist to join our IT support team as the first point of contact for employees experiencing technical issues. You will diagnose, troubleshoot, and resolve basic hardware, software, and network incidents, helping to minimise downtime and maintain high user satisfaction.

Key responsibilities

• Receive and triage IT support requests via ticketing system, email, phone, and walk‑ins.
• Provide initial troubleshooting for desktops, laptops, printers, peripherals, Windows 10/11, macOS, and Microsoft 365 applications.
• Handle password resets, account lockouts, and basic access control issues.
• Escalate complex problems to L2/L3 teams or external vendors with clear documentation.
• Assist with setup, configuration, and deployment of new workstations and mobile devices using standard images.
• Install, configure, and update approved software and drivers.
• Perform routine maintenance on IT equipment and conference‑room setups.
• Log all activities in the ITSM tool and contribute to the internal knowledge base.
• Support inventory tracking for hardware assets and software licences.

Required profile

• High school diploma or equivalent; Associate’s degree in IT or related field is a plus.
• 0–2 years of experience in a help‑desk or desktop‑support environment.
• Strong customer service orientation and clear communication skills.
• Ability to work under pressure and solve problems analytically.

Required skills

• Windows 10/11 and macOS operating systems.
• Microsoft 365 suite (Teams, Outlook, Word, Excel).
• Active Directory (Azure AD/Entra ID is a plus).
• Basic networking concepts: TCP/IP, DNS, DHCP, Wi‑Fi troubleshooting.
• Experience with ITSM/ticketing tools (e.g., ServiceNow, Jira, Zendesk).