Service Desk Specialist

The Service Desk Specialist serves as the primary point of contact for university stakeholders seeking technical assistance and support for IT services. This position is responsible for receiving, diagnosing, and resolving first-level IT inquiries and incidents related to hardware, software, network connectivity, and user accounts. The specialist ensures prompt and effective resolution of issues or escalates complex problems to appropriate teams, contributing significantly to user satisfaction and the efficient operation of IT services. 

This role executes the first-line incident management, access management, and request-to-fulfillment processes, performing analysis on incidents to facilitate improved handling. The specialist also coordinates with service providers for escalations, monitoring their performance to ensure alignment with service level agreements.

1. Bachelor’s degree in an IT-related field (e.g., Computer Science, Information Technology, Electronics and Communications Engineering) or equivalent technical certification such as Computer Systems Servicing NC II.
2. Fresh graduates are welcome to apply, or candidates with 6 months to 1 year of relevant experience in IT support or help desk operations.
3. Knowledge of computer setup, configuration, and basic computer operations, including familiarity with different operating systems.
4. Proficiency in Microsoft Office applications, Windows operating systems, internet usage, email, and web browsing.
5. Basic understanding of data communication, networking concepts, and IT support/service management tools.
6. Strong problem-solving, technical documentation, communication, and customer service skills.

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