Service Desk Administrator at Nexio

PRIMARY DUTIES AND RESPONSBILITIES

Service Desk Support:

• Act as the first point of contact for IT support requests, providing assistance to end users via phone, email, or ticketing system.
• Troubleshoot and resolve basic to intermediate technical issues related to hardware, software, and networking.
• Escalate complex issues to appropriate IT teams and ensure timely follow-up and resolution.
• Maintain accurate records of support requests, resolutions, and system updates in the ticketing system.

User and System Administration:

• Manage user accounts, access rights, and system permissions in accordance with IT security policies.
• Assist in setting up and configuring IT equipment, including workstations, peripherals, and mobile devices.
• Provide guidance and training to end users on IT systems, software applications, and best practices.

IT Service Management:

• Monitor IT service desk performance and ensure compliance with established service level agreements (SLAs).
• Identify trends in support requests and propose solutions for improving efficiency and user experience.
• Maintain and update IT documentation, including user guides, troubleshooting steps, and service desk procedures.

Incident and Problem Management:

• Log and track reported incidents, ensuring proper documentation and timely resolution.
• Collaborate with IT teams to identify root causes of recurring issues and implement long-term solutions.
• Participate in IT projects related to system upgrades, migrations, and infrastructure improvements.

Additional Information:

• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Required to work shifts (24 x 7 x 365)
• Be prepared to perform standby duties and work irregular hours if required

TECHNICAL / PROFESSIONAL COMPETENCIES

• Resolve as many calls as possible on first call resolution
• Perform daily health checks in the environment to ensure all systems are fully
• Identify and learn appropriate software used and supported by the
• Escalate queries beyond the scope to L3 support
• Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT service desk support or a related role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with IT service management (ITSM) frameworks such as ITIL.
• Experience with ticketing systems (e.g., ServiceNow, Jira, or Zendesk).
• Basic understanding of networking, cybersecurity best practices, and cloud-based services.
• Excellent troubleshooting and problem-solving skills.
• Strong interpersonal and communication skills with a customer-focused approach.
• IT certifications such as CompTIA A+ and/or CompTIA N+, ITIL Foundation, or Microsoft 365 Certified are a plus.