IT Help Desk

Role Overview

IT Help Desk Specialist at TAWANTECH. This role provides technical support to users, manages IT incidents and service requests, and ensures timely resolution of technical issues.

Role Purpose

Deliver first-line technical support to users while managing the full lifecycle of IT incidents and service requests through ticketing systems, troubleshooting issues, escalating complex problems appropriately, and maintaining compliance with service level agreements.

Key Responsibilities

Support & Troubleshooting

• Provide first-line technical support for hardware, software, applications, and connectivity issues.
• Troubleshoot technical issues and escalate complex incidents to the appropriate teams.

Incident & Request Management

• Receive, log, prioritize, and track incidents and service requests through the IT ticketing system.
• Follow up on incidents to ensure timely resolution and SLA compliance.
• Maintain accurate ticket records, documentation, and incident reports.

Coordination

• Coordinate with internal teams and vendors when required.

Qualifications & Experience

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field.
• 2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations.

Skills & Competencies

• Strong communication, troubleshooting, analytical, and problem-solving skills.
• Experience with ITSM/ticketing systems, preferably ServiceNow.
• Knowledge of ITIL and Incident Management.
• Familiarity with Microsoft technologies, Active Directory, and basic networking.
• Experience with system or endpoint monitoring tools such as Nexthink or SolarWinds.
• Basic knowledge of cloud platforms, data analysis, or IT reporting.