Service Desk Administrator

Job Title: Service Desk Administrator

Department: IT Support / Information Technology

Experience: Freshers and entry-level candidates (0–2 years)

Employment Type: Full-time

Job Summary

We are looking for a proactive and customer-focused Service Desk Administrator to provide first-level technical support to users. The candidate will troubleshoot hardware, software, network, and application-related issues, manage support tickets, and ensure timely resolution of technical problems.

Key Responsibilities

• Provide IT support through phone calls, emails, chat, and ticketing systems.
• Troubleshoot basic hardware, software, operating system, and network issues.
• Assist users with password resets, account access, and login issues.
• Create, update, track, and close service desk tickets.
• Escalate complex technical issues to the appropriate support teams.
• Maintain accurate documentation of issues, resolutions, and user interactions.
• Monitor support requests and follow service-level agreements (SLAs).
• Assist with Microsoft Office, Outlook, printers, VPN, and connectivity issues.
• Maintain a high level of customer satisfaction through effective communication.
• Follow IT support procedures, security guidelines, and company policies.

Required Skills

• Basic knowledge of computers, Windows operating systems, and IT troubleshooting.
• Understanding of hardware, software, and networking fundamentals.
• Good verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Customer service and interpersonal skills.
• Basic knowledge of MS Office and email applications.
• Ability to learn ticketing tools and IT service management processes.
• Willingness to work in rotational shifts, including night shifts, if required.

Educational Qualification

• Any graduate or diploma holder; IT, Computer Science, or related qualifications preferred.
• Freshers with basic technical knowledge and a willingness to learn can apply.