Service Desk Technician

About This Role

This role provides first and second-level technical support for enterprise systems and applications, troubleshooting desktop, laptop, and mobile device issues for a large corporate organization.

Responsibilities

• Diagnose and troubleshoot desktop, laptop, and mobile device issues for end users
• Provide support via phone and chat, handling 2–3 concurrent chat sessions
• Resolve issues related to Windows 10/11, Office 365, VPN, Citrix, and common enterprise applications
• Use enterprise ITSM tools such as ServiceNow, Remedy, Cherwell, or similar platforms
• Perform account management tasks including password resets, access permissions, and application accounts
• Follow standard operating procedures (SOPs) using a structured knowledgebase
• Document solutions, escalate when appropriate, and ensure timely resolution per SLAs
• Maintain strong customer service, communication, and professionalism with users at all technical levels
• Support the use of remote troubleshooting tools (SCCM, Software Center, remote sessions)
• Work in a high-volume environment (30–40 calls daily)

Requirements

• 2-3+ years of enterprise helpdesk or service desk experience
• Experience resolving issues via phone and chat-based support
• Familiarity with Windows 10/11, Microsoft 365, VPN, Citrix, and standard enterprise apps
• Experience using ticketing systems (ServiceNow, Remedy, Cherwell, etc.)
• Ability to multitask, handle multiple chats, and type 40+ WPM
• Strong troubleshooting, communication, and customer service skills

Qualifications

• Degree in IT or related field preferred but not required.
• 2–3+ years of enterprise helpdesk or service desk experience.

Nice to Have

• Experience with SCCM, remote tools, and knowledge-based troubleshooting
• Degree in IT or related field

Skills

* Required skills

Benefits