About this role
The Service Desk Technician provides frontline technical support to end users by troubleshooting hardware, software, and system issues. This role is responsible for ensuring timely and professional resolution of incidents and requests, with a focus on delivering exceptional customer service and driving first-touch resolution whenever possible. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give remote, hands-on help at the desktop level.