Junior Service Desk Specialist

Job Overview

We are looking to appoint a proficient Service Desk Level 1 Engineer to join our IT department. The role demands expertise in IT support with hands-on experience using tools such as Intune, Active Directory, Azure, Exchange Admin, Office 365, and ServiceNow. This position will act as the primary point of contact for clients requiring technical support, handling initial troubleshooting and assistance.

Key Responsibilities

• Act as the first contact for customers requiring technical help through phone, email, or ticket submissions.
• Diagnose, isolate, and resolve hardware, software, and networking problems including issues related to Intune, Active Directory, Azure, Exchange Admin, Office 365, and ServiceNow.
• Record and monitor incidents and service requests accurately in the ticket management system (ServiceNow).
• Support users with password resets, account unlocks, and fundamental application assistance.
• Manage basic configuration tasks in Intune, Active Directory, Azure, Exchange Admin, and Office 365 environments.
• Escalate complex technical problems to Level 2 or Level 3 support teams and ensure timely follow-up until resolution.
• Help develop and update internal knowledge bases and user manuals.
• Deliver excellent customer service consistently, maintaining professionalism.
• Collaborate effectively with IT team members to improve issue resolution processes and service quality.

Qualifications and Skills

• Educational Credentials: Bachelor’s degree in Computer Applications, Commerce, Science, or Arts (BCA, BCOM, BSC, BA).
• Professional Experience: 1 to 4 years in IT support roles with practical experience in Intune, Active Directory, Azure, Exchange Admin, Office 365, and ServiceNow.
• Technical Knowledge: Solid grasp of computer hardware, software, networking principles, and the necessary IT tools.
• Communication: Strong oral and written communication abilities to simplify technical terms for non-technical users.
• Problem Solving: Skilled in analytical thinking and troubleshooting, paying close attention to detail.
• Customer Orientation: Dedicated to providing excellent customer support with a solution-focused approach.
• Adaptability: Comfortable working in dynamic settings and managing simultaneous tasks.
• Teamwork: A cooperative team member eager to learn and grow professionally.

Preferred Qualifications

• Certifications such as ITIL Foundation or Microsoft Certified: Azure Fundamentals are advantageous.
• Demonstrable experience and mastery of Intune, Active Directory, Azure, Exchange Admin, Office 365, and ServiceNow tools.

Additional Information

Our organization values diversity, equity, and inclusion and strongly encourages individuals from all backgrounds and gender identities to apply. We believe fostering an open, trustworthy, and diverse workplace enhances innovation and benefits society at large through our mission to shape digital futures.