The IT Service Desk Technician is responsible for providing first-line and second-line technical support to employees across the organization. This role focuses on incident resolution, service request fulfillment, end-user support, device management, and ensuring a high-quality customer experience. The technician will troubleshoot hardware, software, network, and mobility-related issues while maintaining accurate documentation and adhering to IT service management processes.
Key Responsibilities
- Provide timely and professional technical support to end users via ticketing systems, phone, email, remote assistance, and face-to-face interactions.
- Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues.
- Manage incidents and service requests in accordance with established IT Service Management (ITSM) processes and service level agreements (SLAs).
- Install, configure, maintain, and support desktops, laptops, mobile devices, printers, and peripheral equipment.
- Support Microsoft Windows environments, Microsoft 365 applications, and corporate business applications.
- Troubleshoot network connectivity issues, including TCP/IP, LAN/WAN, Wi-Fi, VPN, and remote access solutions.
- Support and administer mobile devices through Mobile Device Management (MDM) platforms.
- Assist with user account management, access permissions, password resets, and identity-related requests.
- Create and maintain technical documentation, knowledge base articles, and user guides.
- Monitor recurring issues and proactively identify opportunities for process and service improvement.
- Ensure a high level of customer satisfaction through effective communication and follow-up.
- Minimum 1 year of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.
Technician in Network Systems Administration (ASIR or ASIX) or an equivalent technical qualification
Good command of English, both written and spoken, with the ability to communicate effectively with end users in an international environment.
- ITIL Foundation certification or knowledge of IT Service Management best practices.
Excellent verbal and written communication skills.
Strong customer service orientation.
Strong attention to detail and documentation practices.
Team-oriented with a collaborative approach.
Basic knowledge of Linux environments is desirable.
Applus IDIADA is committed to equality, diversity and inclusion. We don’t put limits on you, so don’t put limits on yourself either. There is a place for everyone.