Service desk technician Job Description

Service desk technician Job Description Template

Service Desk Technicians resolve technical issues, manage incident tickets, and provide IT support. Responsibilities encompass troubleshooting software, hardware, and network problems, ensuring optimal system performance.

Responsibilities:

  • Provide technical support and troubleshooting for end-users via phone, email, and in-person
  • Install, configure, and maintain hardware and software
  • Collaborate with other IT teams to resolve complex issues
  • Document service desk tickets and maintain accurate records of all requests and resolutions
  • Manage and prioritize workload to ensure timely resolution of service desk tickets
  • Stay up-to-date with new technologies and tools to enhance service desk operations
  • Participate in team meetings and provide suggestions for process improvements
  • Provide outstanding customer service and maintain a positive and professional attitude at all times

Requirements:

  • Strong technical knowledge of hardware, software, and network troubleshooting
  • Excellent communication skills to interact with customers and team members
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously
  • Experience with IT service management tools and ticketing systems
  • Proficiency in Microsoft Office Suite and remote desktop support
  • Knowledge of Active Directory and Exchange Server
  • Ability to work independently and in a team environment
  • Willingness to work flexible hours and on-call rotations as needed