Job Summary
The Service Desk Specialist serves as the primary point of contact for all IT-related incidents and service requests within the organization. This role is responsible for delivering timely, high-quality technical support to end users while maintaining the stability and security of the IT environment. The ideal candidate has hands-on experience with Microsoft Azure, Microsoft Intune, and enterprise IT support operations.
Key Responsibilities
Serve as the first point of contact for IT support via phone, email, chat, and ticketing system; log, prioritize, and resolve incidents within SLA.
Diagnose and troubleshoot hardware, software, network, and connectivity issues for end users across the organization.
Manage and support Microsoft Azure Active Directory (Entra ID), including user provisioning, group management, and role-based access control (RBAC).
Administer Microsoft Intune for device enrollment, compliance policy enforcement and monitoring.
Support Microsoft 365 applications including Exchange Online, Teams, SharePoint, and OneDrive.
Perform endpoint imaging, OS deployment, and device lifecycle management for Windows 10/11 and macOS environments.
Monitor system health, proactively identify issues, and perform root cause analysis on recurring incidents.
Enforce IT security best practices including MFA, endpoint protection, and access control policies.
Respond to and escalate security incidents such as phishing attempts, malware alerts, and unauthorized access.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
Participate in IT projects, system upgrades, and infrastructure migrations as needed.
Qualifications
Bachelor's Degree in Information Technology, Computer Science, or a related field; equivalent experience accepted.
Minimum of 3 to 5 years of experience in IT service desk, desktop support, or systems administration.
Proficient in Microsoft Azure (Entra ID, Conditional Access, MFA.
Hands-on experience with Microsoft Intune including device compliance, configuration profiles.
Strong knowledge of Microsoft 365 administration and end-user support.
Experience with Windows 10/11, Windows Server, and macOS environments.
Familiarity with ITSM/ticketing tools such as ServiceNow or Jira Service Management
ITIL Foundation certification is an advantage.
Microsoft certifications (AZ-900, AZ-104, MD-102) are preferred but not required.
Competencies
Strong analytical and troubleshooting skills with a systematic approach to problem-solving.
Excellent communication skills with the ability to explain technical concepts to non-technical users.
Customer-focused with a professional and empathetic support style.
Able to prioritize and manage multiple tasks under pressure.
Team-oriented and collaborative across IT and business units.