Job Description

Responsibilities:

• Manage IT Service Desk tickets and service requests according to IT SLA policies, assigning them to relevant teams when needed.
• Maintain and update the IT assets inventory system.
• Support company laptops, Windows setup, and peripheral hardware.
• Collaborate with IT Infrastructure and Application teams.
• Manage the onboarding process for new employees.
• Work within Microsoft 365 environments, including cloud services and Office applications.
• Participate in evening on-call rotations once or twice a week (evening standby duty).

Requirements

Core Technical Skills:

• Strong knowledge of Microsoft Windows and troubleshooting.
• Experience with Microsoft 365, Active Directory, and Azure AD.
• Familiar with Intune device management and ServiceNow systems.
• Basic understanding of networking (VPN, DNS, DHCP).
• Comfortable using AI-based tools (e.g., ChatGPT, Copilot) to assist with issue resolution.

Soft Skills & Preferences:

• At least 2 years of experience in IT Service Desk or similar roles.
• Experience in large or global organizations is an advantage.
• Ability to work effectively as part of a global team across different regions and time zones.
• Self-learner with strong analytical and problem-solving skills.
• Service-oriented, patient, and professional communication style.
• Highly motivated with a desire to learn and evolve in the IT field.
• High-level English proficiency (spoken and written).
• Microsoft or related IT certifications (e.g., MCSA, MS-900, AZ-900, CCNA) are an advantage.