11902-IT Service Desk(ZISPL Job No 625)

• Provide first- and second-level IT support via phone, email, chat, and ticketing tools.
• Troubleshoot and resolve issues related to: - Windows and macOS systems - Office 365 applications (Teams, Outlook, SharePoint, OneDrive, etc.) - VPN connectivity and network access - Mobile Device Management (e.g., Intune, JAMF, AirWatch)
• Install, configure, and maintain software and hardware for laptops, desktops, and mobile devices.
• Administer Active Directory user management (password resets, account unlocks, group policies).
• Escalate complex issues to appropriate teams with complete technical context.
• Maintain accurate records of all user interactions and issue resolutions in the ITSM system.
• Monitor key infrastructure services (disk space, backup status, system health) using standard tools.
• Contribute to the knowledge base and help develop documentation for recurring issues.
• Participate in onboarding and offboarding processes from an IT support perspective.
• Follow ITIL-aligned best practices for incident, request, and problem management.
• Proactively identify opportunities for automation or improvement in support processes.
• Use monitoring tools and observability platform to communicate service impact to users
• Prepare outage notification and handle crisis bridge
• Work on infrastructure and application related critical incidents to follow up with respective support teams

Required Skills & Qualifications:

• 1–3 years of experience in a similar Service Desk or IT Support role.
• Graduate in any discipline.
• Proficiency in supporting: - Windows 10/11 and macOS environments - Microsoft 365 suite (Exchange Online, Teams, SharePoint) - VPN technologies (Cisco AnyConnect, FortiClient, etc.) - MDM platforms (Microsoft Intune, JAMF, Workspace ONE)
• Basic understanding of networking concepts: DNS, DHCP, TCP/IP.
• Familiarity with ITSM tools (Jira, BMC Helix, etc.)
• Strong analytical and troubleshooting skills with a keen attention to detail.
• Excellent communication and customer service skills.