IT Service Desk II

About the role

We are seeking an IT Service Desk II professional to lead daily service desk operations and serve as the primary point of contact for technical support. The role focuses on delivering high‑quality customer service by efficiently troubleshooting, prioritising, and resolving incidents and service requests.

Key responsibilities

• Provide remote and on‑site technical support for software, desktop applications, password resets, and system access.
• Manage IT service requests through the ticketing system, ensuring timely resolution within SLAs and escalating complex issues when necessary.
• Administer Active Directory, including user accounts, security groups, and Group Policy Objects.
• Accurately document ticket details, troubleshooting steps, and resolutions in the IT Service Management system.

Required profile

• Bachelor’s degree in Computer Science, IT, or a related field.
• Minimum 2 years of experience in an IT Service Desk or enterprise IT support environment.
• English proficiency at least B1 level.
• Strong problem‑solving, troubleshooting, and communication abilities.
• Preferred familiarity with ITIL principles and relevant certifications such as CompTIA A+, Network+, CCNA, or Microsoft certifications.

Required skills

• Windows operating system administration.
• Active Directory management.
• Azure Entra ID.
• Microsoft 365.
• Intune.
• Tanium.
• ITIL principles.