Job Description

Job Summary

As a Graduate Trainee - Service Desk, responsible for providing first-level technical support to end users by diagnosing and resolving hardware, software, and network-related issues. Acts as the initial point of contact for IT support requests, ensuring timely incident resolution and excellent customer service. Supports ticket management, troubleshooting, user account administration, and escalation of complex issues to relevant teams while adhering to service level agreements (SLAs). Continuously develops technical knowledge and contributes to maintaining a smooth and efficient IT support environment.

Key Responsibilities

Provide first-line IT support via phone, email, chat, or ticketing systems.Log, track, and resolve incidents and service requests in accordance with SLAs.Troubleshoot hardware, software, network, and application-related issues.Escalate unresolved issues to appropriate support teams and follow up until closure.Assist with user account management, password resets, and access requests.Maintain accurate documentation of incidents, solutions, and support procedures.Deliver high-quality customer service and ensure positive user experiences.Participate in knowledge-sharing and continuous improvement initiatives.

Skill Requirements

Basic understanding of operating systems, Microsoft 365, networking, and IT support processes.Strong problem-solving and analytical skills.Effective verbal and written communication skills.Customer-centric mindset with the ability to work in a fast-paced environment.

Other Requirements