Service Desk

About the role

The Service Desk team is responsible for providing technical support, managing IT incidents and service requests, troubleshooting technical issues, and ensuring timely resolution in accordance with established Service Level Agreements (SLAs).

Key responsibilities

• Provide first-level technical support and troubleshoot hardware, software, and system-related issues

• Receive, document, prioritize, and resolve service requests and incidents

• Escalate unresolved issues to the appropriate technical teams

• Monitor service performance and ensure compliance with SLAs and quality standards

• Maintain accurate records of incidents, service requests, and resolutions

• Support continuous improvement of service desk processes and customer satisfaction

About you

• Relevant degree, diploma, or equivalent professional experience

• Average of at least three (3) years of IT service desk/helpdesk experience

• Strong communication, problem-solving, and customer service skills

• Ability to work collaboratively and meet established service targets