Service Desk Technician I

About the role

The Service Desk Technician I is the first point of contact for employees who need technical assistance. Working through phone, email, chat and self‑service portals, you will diagnose and resolve issues related to PCs, hardware, software and basic networking, ensuring a smooth and productive work environment.

Key responsibilities

• Receive and log support requests via phone, email, chat and self‑service channels.
• Gather relevant information, diagnose problems, and guide users to a solution.
• Escalate unresolved or complex incidents to higher‑level support following established procedures.
• Maintain accurate incident records, troubleshooting steps and resolutions in ServiceNow.
• Monitor ticket queues, keep incident statuses up to date and provide timely updates to users.
• Communicate product and service information clearly to non‑technical users.
• Share customer feedback and improvement ideas with internal teams.
• Collaborate with regional IT colleagues and third‑party vendors.

Required profile

• Secondary education (Level IV) in Computer Science, IT or a related field.
• Six months to one year of experience in a service‑desk or technical support role.
• Strong customer‑service orientation and clear verbal and written communication.
• Ability to explain technical instructions to non‑technical users.
• Proficiency in English, both written and spoken.

Required skills

• PC hardware troubleshooting
• Mac hardware troubleshooting
• Windows operating system support
• macOS operating system support
• Basic network troubleshooting and analysis
• Experience with ServiceNow (preferred)