Junior Service Desk Technician

About the role

We are looking for a Junior Service Desk Technician to provide first‑line support to internal and external users. The role involves logging, categorising and prioritising incidents and service requests received through multiple channels, and delivering prompt resolutions.

Key responsibilities

• Receive and record incidents and service requests via phone, chat, email or portal, ensuring accurate categorisation, prioritisation and validation.
• Diagnose and troubleshoot issues using internal and external knowledge bases with the aim of first‑contact resolution.
• Escalate unresolved cases to the appropriate specialised team.
• Identify patterns in incoming tickets to flag potential major incidents.
• Communicate clearly with customers, providing guidance on self‑service tools such as AI bots, knowledge base and the service portal.

Required profile

• Analytical mindset with strong problem‑solving abilities.
• Ability to document work accurately and operate in a fast‑paced environment.
• 0‑2 years of related experience; formal training or certification in a relevant field is a plus.
• English proficiency of at least 85‑90%.
• Basic computer literacy and familiarity with common software packages and internet applications.

Required skills

• Incident management and service request handling.
• Technical troubleshooting.
• Use of knowledge bases and documentation tools.
• Customer communication via multiple channels.
• Education of users on self‑service portals and AI‑driven assistance.