Service desk

Andares ZoneKey ResponsibilitiesProvide hardware, software, and network problem diagnosis and resolution via phone, email, chat, and remote desktop support.Respond to and manage tickets, calls, and instant messages, ensuring proper documentation and timely closure.Route and escalate issues to internal Level 2 and Level 3 support teams as required.Coordinate and manage relationships with external vendors and service providers for problem resolution.Administer user access provisioning and account management activities.Use the Incident Management System to log, track, and resolve incidents and service requests.Perform detailed troubleshooting, including log analysis, root cause investigation, isolation, resolution, and follow-up.Provide Level 1 remote desktop support in accordance with established SOPs.Escalate complex or unresolved issues to appropriate support specialists.Support the evaluation, installation, configuration, and setup of PC-based applications, including:Word processorsSpreadsheetsPresentation toolsEmail and communication systemsDatabase management systemsTroubleshoot client software and basic network connectivity issues.Identify, analyze, prioritize, and manage customer problems and complaints.Conduct limited end-user training and assist with the creation of training materials or procedures.Participate in ongoing training and departmental development activities.Perform routine maintenance updates in collaboration with IT teams and business units.Develop and maintain documentation, including standards, configurations, process flows, and diagrams.Ensure knowledge transfer and documentation of End User Computing (EUC) operations.Required Skills & QualificationsExperience in IT Help Desk, Desktop Support, or Technical Support rolesStrong troubleshooting skills across hardware, software, and basic networkingFamiliarity with Incident Management / ITSM toolsExcellent communication and customer service skillsAbility to prioritize tasks in a fast-paced environmentExperience supporting Windows-based systems and common enterprise applicationsNice to HaveExperience working with vendors and third-party support providersITIL knowledge or certificationExposure to enterprise IT environmentsWhy Join Us?Opportunity to work in a collaborative, growth-oriented IT environmentExposure to diverse technologies and business teamsContinuous learning and development opportunities