IT Service Desk Administrator

Key Responsibilities

• Provide Tier 1 and Tier 2 support for hardware (desktops, headsets, thin clients) and software (MS Office 365, CRM tools, VPN).

• Log, track, and resolve tickets via the ITSM tool (e.g., ServiceNow or Jira) while meeting strict resolution deadlines.

• Manage user accounts, password resets, and permissions within Active Directory and specialized BPO platforms.

• Perform routine system updates, patches, and workstation setups for new hire batches.

• Identify complex issues and route them to Senior Engineers or Network Teams while maintaining ownership of the user experience.

Qualifications & Requirements

• Bachelor’s degree in IT, Computer Science, or equivalent work experience.

• At least 1–2 years of experience in a Service Desk or IT Helpdesk role, preferably within a BPO or high-volume call center environment.

• Proficiency in Windows 10/11 and Microsoft 365 administration.

• Basic understanding of networking (TCP/IP, DNS, DHCP).

• Familiarity with remote desktop tools and ticketing systems.

• Excellent verbal and written English communication skills.

• Ability to remain calm and professional under pressure.

• Strong analytical and problem-solving "detective" skills.

• Must be willing to work in shifting schedules (including night shifts) to support 24/7 BPO operations.

Preferred (Nice-to-Have)

• ITIL Foundation Certification.

• CompTIA A+ or Microsoft Certified Professional (MCP) status.

• Experience with VoIP or cloud-based dialer systems (e.g., Avaya, Five9, or Genesys).