Service Desk

Job Summary We are looking for a Service Desk Resource to provide first\-line IT support and ensure the smooth operation of network, hardware, applications, and server services. The resource will be responsible for responding to user issues, troubleshooting technical problems, and escalating complex incidents when required. Key Responsibilities * **Network Support** * Provide first\-level support for network connectivity and access issues. * Troubleshoot LAN/WAN, Wi\-Fi, and basic network\-related incidents. * Monitor and report network\-related issues and coordinate with relevant technical teams for resolution. * **User Support** * Provide day\-to\-day technical assistance to end users. * Respond to IT incidents and service requests through the service desk. * Troubleshoot and resolve common hardware, software, and access\-related issues. * Assist users with IT\-related queries and provide clear guidance. * **Application Support** * Provide first\-level support for business applications and software. * Troubleshoot application errors, access issues, and basic configuration problems. * Escalate unresolved application issues to the appropriate application or technical team. * Assist with application installations, updates, and user access where required. * **PC \& Laptop Support** * Install, configure, maintain, and troubleshoot desktop computers and laptops. * Support operating systems, software, peripherals, printers, and other end\-user devices. * Assist with hardware troubleshooting and replacement where required. * Ensure devices are properly configured and available for users. * **Server Support** * Provide basic operational and first\-level support for servers. * Monitor server availability and report incidents or performance issues. * Assist with troubleshooting server\-related issues and escalate to the relevant infrastructure team when required. * Support routine server maintenance and operational activities as assigned. General Responsibilities * Log, track, update, and close incidents and service requests in the service desk/ticketing system. * Maintain accurate records of incidents, resolutions, and IT assets where applicable. * Follow IT support procedures, security policies, and escalation processes. * Maintain a high level of customer service and communicate effectively with end users. * Escalate critical or unresolved issues within the agreed SLA. * Perform other IT support duties as assigned. Required Skills \& Qualifications * Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field. * Experience in IT Service Desk, Help Desk, or Technical Support. * Good knowledge of PC and laptop troubleshooting. * Basic knowledge of networking and server environments. * Experience supporting business applications and end users. * Strong troubleshooting and problem\-solving skills. * Good communication and customer service skills. * Ability to work independently and as part of an IT support team. Key Service Areas **Network Services \| User Support \| Application Support \| PC \& Laptop Support \| Server Support** Pay: ﷼8,000\.00 \- ﷼10,000\.00 per month Work Location: In person