IT Service Desk Technician

About the role

The IT Service Desk Technician is the first point of contact for users needing technical assistance. You will manage incidents and service requests, ensuring timely resolution and high customer satisfaction.

Key responsibilities

• Receive and log support requests via phone, email, or ticketing system.
• Perform remote troubleshooting, diagnose issues, and guide users through solutions.
• Escalate complex problems to higher‑level support teams when necessary.
• Document actions, resolutions, and knowledge‑base articles.
• Manage Active Directory accounts, groups, and security policies.
• Apply Group Policies and support authentication and access management.
• Follow up on open tickets to ensure they meet SLA targets.

Required profile

• Strong knowledge of Windows operating systems and desktop support.
• Experience with Active Directory administration and Group Policy.
• Familiarity with IT ticketing systems and incident management processes.
• Good communication skills and ability to support end users effectively.
• Bachelor’s degree in Computer Science, IT or related field (preferred) and English level B1.
• Minimum 2 years of experience in an IT Service Desk or support environment.

Required skills

• Windows OS
• Active Directory
• Azure Entra ID
• Microsoft 365
• Intune
• Tanium
• Group Policy (GPO)
• IT ticketing system
• Remote troubleshooting