The Service Desk Technician is responsible for delivering excellent customer-facing and first-line support as part of the Service Desk team. This role ensures efficient incident and request handling, working closely with management and the team coordinator to maintain smooth operations. The technician is also accountable for meeting service level agreements (SLAs) and ensuring high levels of customer satisfaction. Key Responsibilities Provide first-level technical support for software and hardware incidents across the Group, ensuring resolution within agreed SLAs and delivering excellent customer service. Collaborate with second-level support teams to maintain timely and effective issue resolution. Install and configure approved hardware, software, and mobile devices. Create, update, and flag knowledge base articles to support continuous improvement. Communicate technical solutions clearly, professionally, and in user-friendly language. Keep users informed on the progress and status of their requests or incidents. Provide on-site support when required. Deliver, tag, set up, and assist in the configuration of end-user PC hardware, software, and peripherals. Coordinate timely repair of PC equipment under third-party maintenance agreements. Escalate issues appropriately to the Service Desk Management team. Key Competencies & Attributes Strong attention to detail and ability to follow documented processes and policies accurately. Flexibility to work a 7.5-hour shift between 7:30 AM 6:00 PM. Customer-focused and service-oriented mindset. Highly motivated, with a professional, positive, and determined attitude. Ability to work independently as well as collaboratively within a team. Excellent communication skills across all levels of the business. Analytical and systematic approach to problem-solving, especially under pressure. Demonstrates commitment, reliability, and drive. Required Knowledge Desktop operating systems. Basic knowledge of PC hardware. Familiarity with Active Directory (basic level preferred). Basic understanding of Office 365 administration. Experience with Service Management systems. Preferred Skills & Certifications ITIL Foundation certification (preferred). Minimum 1 year of experience in a Service Desk or similar technical support role. A+ certification (preferred). MCSA/MCITP certification (desirable). Other Requirements Must have a car and full drivers license (essential for occasional travel to other sites and offices) Skills: HelpDesk Experience Remote support User Administration Remote Troubleshooting Microsoft Windows XP Desktop PC Service Desk