Tier 1 Help Desk Technician

We are seeking an IT Help Desk Support Specialist to provide first-level technical support to end users. This role is primarily phone-based (75–100%) and involves troubleshooting technical issues, managing support tickets, and delivering excellent customer service.

Responsibilities:
- Provide Tier 1 support via phone, chat, and ticketing systems.
- Manage and prioritize tickets in ServiceNow, Jira, and Zendesk.
- Troubleshoot hardware, software, and connectivity issues.
- Escalate complex issues as needed.
- Document resolutions and maintain accurate records.
- Support users with Microsoft Office Suite and Teams.
- Follow IT procedures and service level agreements (SLAs).

Qualifications:
- Experience in Help Desk, Service Desk, or Technical Support.
- Familiarity with ServiceNow, Jira, and Zendesk.
- Basic knowledge of hardware, software, networking, Microsoft Office, and Teams.
- Strong troubleshooting, communication, and documentation skills.
- Excellent English verbal and written communication.

Ideal Candidate:
- Customer-focused, professional, and dependable.
- Organized, detail-oriented, and able to multitask.
- Comfortable handling high-volume phone support.
- Proactive problem-solver who works well independently and within a team.