Tier 1 IT Service Desk Specialist

About the role

The Tier 1 Service Desk Specialist provides first‑line technical assistance to end‑users, handling hardware, software and network incidents in a 24/7 environment. The role focuses on rapid issue resolution, accurate documentation and effective escalation to ensure high‑quality service.

Key responsibilities

• Receive and manage incidents via ticketing system, email, phone or service portal.
• Diagnose and resolve Tier I issues on Windows, macOS, printers, LAN/WAN, VPN and mobile devices.
• Support Microsoft applications and endpoint devices, performing basic system administration tasks.
• Escalate complex cases to Tier II or appropriate teams.
• Install, configure and maintain computer hardware and software; perform minor hardware repairs.
• Assist users with application support and system navigation.
• Monitor infrastructure stability and participate in upgrades and implementations.
• Document incidents, resolutions and create Knowledge Base articles.
• Follow IT Asset Management policies and meet departmental KPIs.

Required profile

• High school diploma (minimum).
• At least two years of experience in IT support or service desk environments.
• Proven experience handling Tier I troubleshooting incidents.
• Stable employment history.
• Strong written and verbal communication skills in English.

Required skills

• Windows operating system support.
• macOS support.
• LAN/WAN networking fundamentals.
• VPN configuration and troubleshooting.
• Microsoft Office / M365 applications.
• Ticketing system usage.
• Hardware troubleshooting and printer support.
• Endpoint device management.