Junior Service Desk Technician

About the role

We are looking for a motivated Junior Service Desk Technician to join our IT support team. In this role you will be the first point of contact for internal and external users, handling incidents and service requests through phone, chat, email or the service portal.

Key responsibilities

• Log, categorize and prioritize incoming incidents and service requests, ensuring accurate validation.
• Diagnose and troubleshoot issues using internal and external knowledge bases with the aim of first‑contact resolution.
• Escalate tickets to the appropriate specialised teams when a solution cannot be provided immediately.
• Identify patterns in tickets to flag potential major incidents.
• Communicate clearly with customers, providing guidance on self‑service tools, AI bots, knowledge base articles and the service portal.

Required profile

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

Required skills