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Service Desk Technician Job Description

  • The Service Desk Technicians extend technical support to all internal IT and non-IT employees as well as customers facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analyzing them.

    Technicians receive trouble tickets raised by users through emails, telephones or in-person, as they are the single point-of-contact for any organization. They, therefore, handle these issues independently.

    They test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows. They document user requests and also update client trouble tickets with the current status of the issue. They also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals. Technicians should communicate well with non-IT people within or outside the company. Finally, they need to have the capability to make informed decisions quickly.

    Moreover, technicians develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise. They handle issues independently and alongside a team of technicians. Technicians test new hardware and software and deploy the installation of all computers and mobile devices, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

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